❖ Provide first line technical support to clients, diagnosis and resolution of client problems.

❖ Serve as the first point of contact for users seeking technical assistance over the phone or email,

❖ Perform remote troubleshooting through diagnostic techniques and pertinent questions

❖ Determine the best solution based on the issue and details provided by users

❖ Walk the users through the problem-solving process

❖ Direct unresolved issues to the next level of support personnel

❖ Provide accurate information on IT products or services

❖ Record events and problems and their resolution in logs

❖ Follow-up and update user’s status and information

❖ Pass on any feedback or suggestions by users to the appropriate internal team

❖ Identify and suggest possible improvements on procedures

❖ Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective L2 engineers

which may range from very straightforward problems through to more complicated issues.

❖ Handle interaction and updates customer on Incident status/resolution in accordance with SLA.

❖ Work with internal and external resolver groups regarding queries by end user on incident status on daily basis to

ensure issue resolution in accordance with Service Level Agreement (SLA).

❖ Tickets/Incidents are acknowledged on time and business user expectation are set and kept up to date on their ticket

progress. Incidents are properly updated with all relevant information

❖ Record and classify all customers and queries

❖ Respond to and diagnose incidents in a customer focused environment by demonstrating strong ability to perform

Technical Helpdesk Skills.

❖ Prioritize and resolve issues identified by customers and other teams in a timely manner.





❖ Manage customer complaints and queries

❖ Maintain a high degree of customer service for all support queries to ensure that service level standards are exceeded

❖ Meet all KPI set by operation management team.

❖ Any other duties that may be assigned from time to time for the benefit of the Employer

ESSENTIAL CRITERIA

Candidate must possess at least a Diploma, Advanced/Higher/ Graduate Diploma,Bachelor's Degree, Computer

Science/Information Technology, or equivalent.

Required skills: Service desk, Technical Helpdesk.

- Required language (s): Malay and English
- At least 1-3 year(s) of working experience in the related field is a plus
- Preferably Junior Executives specializing in Technical and Helpdesk Support or equivalent.
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of retail computer systems, mobile devices and other tech products ABOUT SSQUAD vh

Service Desk Support Job Description SKILLS/ REQUIREMENTS RESPONSIBILITIES CAREER SUMMARY

- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented and cool-tempered
- An analytical mind and strong problem-solving ability
- Willing to work in 24/7 on rotation and shift workplace and on public holidays.
- Experience in supporting Retail environment will be an added advantage
- Able to work independently.

Pay: Up to ₹300,000.00 per year

Benefits:

- Provident Fund

Application Question(s):

- How may days notice period do you have?
- What is your current salary ?
- What is your salary expectation?( budget 3 LPA)

Experience:

- IT Service desk/support: 2 years (Preferred)

Language:

- English (Required)

Location:

- Bengaluru, Karnataka (Preferred)

Work Location: In person

📌 IT Support Engineer (Bengaluru)
🏢 Ssquad Global
📍 Bengaluru