Service Desk Agent – Accenture Malaysia
Accenture Malaysia
Technology-Hardware
Role Summary
The Service Desk Agent Level 1 acts as the initial contact for customers seeking technical support through various communication channels. This role involves providing first-level technical assistance, diagnosing and resolving issues, and escalating complex problems while maintaining customer service standards.
Job Description
The Service Desk Agent Level 1 serves as the initial point of contact for customers requiring technical support via phone, email, or chat. This role involves diagnosing and resolving technical issues, providing first-level assistance with hardware, software, and network problems, and escalating complex issues to higher support levels while maintaining strong customer service.
Job Requirements
Ability to respond promptly to customer inquiries via multiple communication channels.
Knowledge of basic hardware, software, and network troubleshooting.
Capability to assist with account setup and software installation.
Skill in diagnosing technical issues and using remote support tools.
Experience in escalating unresolved issues with detailed documentation.
Competence in maintaining service desk ticketing systems.
Willingness to contribute to a knowledge base for common technical issues.
Good customer service skills and ability to educate customers on best practices.
Availability to support 24x7 including weekends.
Quick Info
Company
Accenture Malaysia
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
8 skills
Click to submit your application
Required Skills
Technical Support
Hardware Troubleshooting
Software Installation
Network Troubleshooting
Remote Support Tools
Customer Service
Issue Escalation
Service Desk Ticketing Systems
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