• Willing to work in night shift schedule (1AM to 9AM).
• Act as the first layer to support clients. Take on initial telephone or email inquiries from clients, logging call / email activity.
• Manage help desk software or ticket system.
• Take ownership and ensure that all reported cases within the assigned product group(s) are resolved appropriately and on time without exceeding the SLA.
• Create incident reports for each case, outlining the issue and resolution, to update and improve the FAQ repository on a regular basis, which is used as a guidance for future cases.
• Troubleshooting and managing simple software, hardware or network issues.
• Possess a strong drive to provide excellent customer service and experience, with an awareness of prioritization of incidents and their relative significance to the business as a whole.
• Coordinate with the Technical Teams to ensure that all messages are delivered through telephone and e-mail, to ensure that clients have accurate information of the respective resolution.
• Proactively take the ownership to follow up highly critical and highly urgent cases and treat them with the necessary and immediate escalation, not only to the Service Desk Supervisor but also to other related stakeholders or divisions.

• Diploma or Bachelor’s degree in the area of Technology or any related field.
• Minimum 1 year of experience as a Helpdesk Support
• IT-savvy with strong understanding towards IT systems to formulate a series of diagnostic or investigative questioning to provide accurate root causes of technical issues
• Strong communication skills with ability to convey messages clearly both verbally or in writing
• Strong analytical, critical, and logical way of thinking
• Attention to detail
• Passionate in problem-solving
• Written and spoken English
• Hands-on with data processing tools such as Microsoft Office or ticketing systems

Strong communication, written and spoken english.