Position:Korean Speaking Service Desk Analyst Responsibilities:
-Take and receive all customer calls in a professional and courteous manner as well as providing advice and support -Follow procedures to ensure all calls are identified as in or out of contracted scope and logged accordingly in Service Management Tool -Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information -Take end to end responsibility of the logged requests and monitor work progress and service levels -Provide incident, problem and complaint (escalation) management for the in scope services domain -Provide technical assistance to customers on the use of all PC¡¯s – encompassing desktop related hardware and software in accordance with service level requirements. -Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals. -Provide ¡°first time fix¡± based on contractual scope and obligations -Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. -Carry out appropriate level of technical investigation prior to escalating to the next level. -Keep the customer when they make sollow-up calls fully informed about the progress of any problems or requests which have been assigned to a support group.
Requirements: -Candidate must possess atleast a Diploma, Bachelors degree in Engineering(computer/Telecommunication), computer science/Information Technical.
General:
-Atleast 1-2 years of working experience in Service Desk and in a large customer focused environment -Good interpersonal skills and customer interface skills- both on the phone and in person with customers and colleagues. -Good written and verbal communication skills – in particular verbal and telephone enquiry handling skills Korean and English -Self motivation, drive and determination to succeed -Flexible to work for multiple regional hours, working outside office hours including weekends/public holidays(occasionally) and on standby duty(if applicable)
Skills Set & Experience
-In depth knowledge of PC technologies and desktop/server hardware and software architectures -Knowledge of cabling and network architectures -Ability to grasp new technical concepts quickly In depth knowledge of Microsoft applications used on PC¡¯s – MS Office 2003, MS Windows XP -Knowledge of lotus notes mail -Basic understanding of computers and how they are configured -Ability to identify and distinguish between hardware, software, network and server problems. -Skills in the use of PC¡¯s and associated software and applications -Experience in using remote tool and remote assistance is an added advantage.
Please email your resume via Sivarama.Subrahmanyam@emeriocorp.com if you are interested
