Billingual Service Desk (Bahasa Speaker)

Role Description

Contact with user via phone, chatbot, Self-Service Portal and mail, gather all the additional information on an incident as per KM, troubleshooting and resolving users’ technical issues. Providing IT support to all respective clients in relevant language.  Acting as single point of contact for users, logging and managing contacts (calls, web chat, e-mails and others) within SLA, building good relations with end users and good perception of Service Desk operations. Escalate and assign tasks to the 2nd line and other resolving teams.

• Logging incidents and service requests, containing all necessary information, received via phone and email.
• Addressing user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary. 
• Knowledge of request models, especially knowledge of details required for providing accurate solution of user’s problem.
• Basic diagnose and troubleshooting of incidents issues, when possible, more advanced to resolve reported case.
• Providing First Time Fixes to the user and closing the ticket in this case.
• Resolving incidents on initial contact according to agreed SLA and processes for dedicated Customer and confirming fact that issue is fixed with users (FTF and FLR).
• Accurate and timely hand off to other resolving teams.
• Answering phone calls within SLA.
• Meeting or exceeding the level of service when responding to all incoming incidents.
• Identification of recurring and related incidents and ability to co-relate for a potential bigger problem or seeding indicators for a bigger issue.

Role Requirements

• Fluent knowledge of language required (Bahasa) to support customer.
• Basic IT and technical knowledge.
• Basic network knowledge troubleshooting skills.
• Ability to interpret technical information and present it in simple terms for a less technically aware audience.
• Must be amenable to work onsite in Mall of Asia Business Complex
• Must be flexible to work on a rotating schedule, including evening, weekend, and graveyard shifts.