At Konica Minolta, our Mission is to be the ideal business partner of choice in Office Business and IT Services solutions. Through collaboration between our colleagues, partners and customers, we strive to enrich the society through constant innovation and development of solution driven tools.
Responsible in providing first level support through taking calls and handling the resulting incidents or service requests using the incident management and request fulfillment processes. Escalating incidents that are unable to resolve at first level to IT engineer for second level support and track the incidents until closure.
- Create and manage users' expectations and provide escalation process procedures.
- Provide accurate and timely information to management on the performance measurement, quality assurance, and users satisfaction level.
- Respond to requests for technical assistance via phone, emails and in person.
- Provide first level contact and convey resolutions to users' issues such as password reset and change of details.
- Working with users to identify computer problems and advising on the solution.
- Properly escalate unresolved queries to the next level of support.
- Follow up on outstanding requests and ensure timely resolution.
- Log all help -desk interactions and activities.
- Prepare activity reports and inform management of recurring problems.
- Making arrangements to call out field engineer to visit the users if they are unable to fix the problem
- Ensure all helpdesk tickets are closed within SLA set.
- Performs any other related duties as and when directed by superior.
- Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree, Master's Degree or equivalent in Computer Science / Information Technology
- Preferably at least 2 years of related working experience.
- Preferably Executive specializing in Information Technology or equivalent.
- Required spoken language(s): English,Malay and Chinese
- Required written language(s): .
- 1 contract positions available.
If this role sounds like the opportunity you are looking for, don't hesitate to apply and let us discuss further!
[NOTE] We regret to inform that only shortlisted candidates will be reached out. If you were not shortlisted, we encourage you to have a look at other vacancies in Konica Minolta!