Job Description
Candidate must possess at least a Bachelor’s Degree, Master’s Degree / Post Graduate Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Mathematics, Science & Technology or equivalent. Experience at least 5 year(s) of working experience in the related field is required for this position. Preferably Manager / Assistant Managers specializing in IT/Computer – Software or equivalent. Familiarity with remote desktop applications and help desk software. Hands-on experience with Windows/Linux/Mac OS environments. Ability to diagnose and troubleshoot basic technical issues Having experience in Banking industry & application is plus (ex: Treasury system, ATM, switching, etc). Good command in English.
Requirement
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ask customers targeted questions to quickly understand the root of the problem
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.