Service Desk Analyst - Viventis Search Asia | New Day Jobs (Yangon, Myanmar)

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Viventis Search Asia
Remote (Asia Time Zone Permitted)

Service Desk Analyst

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Service Desk Analyst

Viventis Search Asia
  • Remote (Asia Time Zone Permitted)
  • -
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
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Job Detail

Industry: Outsourcing/Offshoring

Industry: Customer Service, Information Technology and Services

Seniority: Associate

Job Details:

  • Technical Support Account
  • Shifting Schedule
  • Process - 50% Emails, 50% Calls/Chat
  • Voice-based operations
  • Remote Processing

  • Benefits:

  • Work from home
  • Competitive Salary Package
  • 1-day hiring
  • HMO Day 1 with 3 dependents
  • Remote/Virtual Recruitment Process

  • Responsibilities:

  • Handle E-mails, Calls and Chat related to application issues faced by clients within SLA; and at times will handle desktop, hardware, software, access issues.
  • Create issue tickets by logging all pertinent information with utmost Quality and precision.
  • Identify the exact issue through effective probing and paraphrasing.
  • Provide initial assessment of categorization and prioritization for reported issues and provide support taking guidance from the KB, targeting a higher level of first contact resolution
  • Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk.
  • Multi-task between voice and e-mail support
  • Ensure the KPI and SLA targets are met
  • Excellent verbal, written and typing skills (25 WPM+)
  • Provide daily outstanding incident & service requests follow-up reports.
  • Perform first level troubleshooting on PC, OS and basic office applications (MS Office 2010, Adobe). Take remote of the user’s PC for faster resolution

  • Requirements:

  • Must be graduate of a 4 year IT course or any IT related courses
  • 2+ years Help Desk experience
  • Certification related to ITIL V3 is a plus but not required
  • Internet Connection with atleast 20mbps for WFH arrangement
  • Strong command over English language - Strong written and verbal communication skills
  • Night shift (inclusive of public holiday) support is required

  • The interview process will be a remote one-day process.

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