Contract type: Permanent
Location: Malaysia
Industry: Call Centres & Customer Service
Salary: RM4,000 - RM5,500
Start date: 04 Jun 2021
Job Reference: 46125
Contact details: Syamil Ramli
Contact email:
Job published: 10 days ago


  • Respond and resolve all assigned calls within prescribed SLA.
  • Take appropriate action to ensure no calls exceed SLA.
  • Where unable to resolve a call, or where assigned call is in danger of not meeting SLA, escalate as per appropriate escalation procedure.
  • Install and configure desktop/Laptop products into network environment.
  • Liaise with Service Desk and client’s infrastructure teams for the resolution of customer issues.
  • Keep customer updated throughout the life of a call, ensuring satisfactory call resolution is achieved.
  • Update Call Management System, clearly specifying progress and resolution details.
  • Comply with all Customer and Company Policies and Procedures.
  • Be able to identify root cause issues from a desktop perspective and escalate to engineering teams accordingly. install and configure computer hardware operating systems and applications.
  • Monitor and maintain computer systems and networks.
    Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
  • Provide support, including procedural documentation and relevant reports.
  • Follow diagrams and written instructions to repair a fault or set up a system.
  • Support the roll-out of new applications.
  • Set up new users' accounts and profiles and deal with password issues.
  • Respond within agreed time limits to call-outs.
  • Work continuously on a task until completion (or referral to third parties, if appropriate).
  • Prioritise and manage many open cases at one time.
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers.


  • Must be able to speak fluently in Mandarin and English.
    O365/ win 10 environment this is key skill required for this position.
  • Must have completed Microsoft MD-100 Modern Desktop certification.
  • Knowledege of MD- 101 Managing Modern Desktops and have knowledge of AWS.
  • Previous experience of working in an IT support role.
  • Working knowledge of Microsoft Windows operating systems as well as various software packages including
  • Microsoft Office and Adobe Creative Suite.
  • Ability to demonstrate practical troubleshooting and problem analysis techniques.
  • Previous experience within a customer service role.
  • Excellent organisational skills, and ability to prioritise own workload.
  • Excellent listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.