Information Technical Support Analyst

Atos Malaysia

November 2016 to Actually working here

1.Take and receive all customer calls in a professional and courteous manner as well as providing advice and support. 2.Respond to customers? voice mail & Email messages; 3.Follow procedures to ensure all calls are identified as ?in? or ?out? of contracted scope; 4.Provide ?first time fix?, wherever possible; 5.Apply known solutions, advice and guidance to customers; 6.Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams; 7.Log all calls, using the designated call handling system and entering detailed and accurate information; 8.Validate user equipment inventory data held within the inventory database; 9.Assign any problems which cannot be resolved during the call to the appropriate support group; 10.Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group; 11.Contact the customer to assess their satisfaction prior to the closing of a call; 12.Ensure effective escalation and hand-over of customer inquiries/problems to the correct 2nd line group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner 13.Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software 14.Excellent technical knowledge of computer and desktop hardware. 15.Working technical knowledge of current protocols, operating systems and standards. 16. Ability to operate tools, components and peripheral accessories. 17. Microsoft Desktop Support Technician an advantage 18.Software and Hardware Troubleshooting 19.Windows XP, Windows 7, Windows 2000/2003/2008 experience 20.Routers, switches and firewall experience 21.Microsoft Office 2007, Office 2010 support 22.Software and Hardware Troubleshooting 23.Windows XP, Windows 7, Windows 2000/2003/2008 experience 24.Routers, switches and firewall experience 25.Microsoft Office 2007, Office 2010 support

Foundation

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

Yes

Interests and hobbies