Service Desk Agent – Accenture Malaysia
Role Summary
The Service Desk Agent is responsible for providing initial technical support to customers. This role plays a crucial part in ensuring customer satisfaction by resolving technical issues efficiently and effectively.
Job Description
As a Service Desk Agent Level 1, you will be the first point of contact for customers seeking technical assistance through various communication channels. You will work in a dynamic environment where you will diagnose and resolve technical issues while maintaining a high level of customer service.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, or chat.
- Diagnose and resolve basic hardware, software, and network issues.
- Assist customers with account setup and software installation.
- Utilize remote support tools to troubleshoot technical problems.
- Document unresolved issues and escalate them to higher support levels.
- Maintain service desk ticketing systems for tracking and reporting.
- Contribute to the knowledge base for common technical issues.
- Educate customers on best practices for using technology.
Job Requirements
Strong communication skills.
Basic knowledge of hardware, software, and network troubleshooting.
Experience with remote support tools.
Ability to work in a fast-paced environment.
Willingness to support 24x7 including weekends.
Quick Info
Company
Accenture Malaysia
Location
Kuala Lumpur
Salary
—
Skills Required
7 skills
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Required Skills
Technical Support
Customer Service
Troubleshooting
Documentation
Remote Support
Communication
Problem Solving
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