- Assisted Operations Manager to manage daily team operations to ensure SLA’s met
- Generated reports to track performance and proactively implementing changes to improve customer quality service.
- Created/updated knowledge scripts to provide accurate information to the Service Desk
- Established good relationship with the clients and account team
- Managed escalations
- Coached agents on performance improvements Performed transitioned or roll out within the desk
- Collaborated with the training team to train agents on account knowledge
- Called back users for negative Customer Satisfaction
- Organized team meeting and team building
- Candidate must possess at least an Advance Diploma or Degree in IT related field.
- Experience in managing service desk operation
- Strong analytical and problem solving skills.
- Able to uphold confidentiality.
- Contribute to a positive work environment by being an active and productive team leader.
- Strong telephone communication and customer management skills, ability to effectively communicate technical solutions and remedial action plans through oral and written communications.
- Working 8am-8pm, Monday – Friday
- Applicants must be willing to work in Cyberjaya