GTCS Analyst Level 1

Prometric


Date: 2 weeks ago
City: Kuala Lumpur
Contract type: Full time
Duties & Responsibilities

  • Answer incoming technical support calls, chats and emails.
  • Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
  • Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
  • Document details of cases and prioritize according to urgency and importance in Salesforce.
  • Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions.
  • Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
  • Identify, recommend and communicate changes to existing procedures
  • Work on projects and special initiatives as approved by team leads and managers.


Requirements

  • Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
  • Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
  • Able to speak fluent English.
  • You care deeply about your performance and your teams performance
  • Logical thinker with good analytical and problem solving skills
  • Up-to-date technical knowledge
  • Understand Basic User & Security Group Active Directory administration.
  • An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
  • Good interpersonal and customer care skills
  • Good accurate records keeping

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