Location
kuala lumpur
Job Type
Full-time
Posted
June 06, 2026
Job Description
Responsibilities
- L1 phone support to troubleshoot and resolve user’s problem via First Resolution Call
- Incident/Problem definition and assignment of problem severity level
- Incident/Problem escalation management
- Call Logging System Management (log call/assign call ticket, update ticket status, ticket resolution and closure)
- Coordinate with Third party vendor to resolve problems
- Daily Performance tracking and reporting (open tickets and TAT tracking)
- Broadcast service interruptions
- User/application Account administration
- Conduct periodic user satisfaction survey and share findings
- Perform ID administration – add/delete/reset/update/suspend/resume via service request form on selected Application system
- Perform ID administration – add/reset/update/resume via service request for Active Directory and Office 365.
- Tracking open tickets and identifying any problem that requires...