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Customer Service Engineer/Helpdesk

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00528213

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

Job Description
The Customer Service Engineer is responsible for assisting computer users with troubleshooting, repairs and other issues. He answers and diagnoses customer problems and provide step-by-step solutions to the caller or uses remote access to take control of the computer and remedy the problem. He also visits office locations to deliver and set up new computer systems.
 
Duties and Responsibilities
• Provide Helpdesk support and ensure timely response to both external and internal parties on the resolution of issues within specified timeframes
• Manage inbound calls on products and services efficiently and resolve technical/user assistance issues
• Conduct implementation onsite/offsite on the changes or enhancement to the system
• Conduct training to end-users on the usage of the system
• Track and monitor Helpdesk KPI, resolution turnaround times ,etc
• Ability to communicate resolutions of technical problems quickly and clearly
 
MUST HAVE
• Mandarin speaker
• Demonstrate competency in the execution of testing.
• Strong verbal and written communications skills, with an ability to express technical concepts in business terms.
• Team lead experience and strong interpersonal skills.
• Good customer service
• Have experience in managing helpdesk supports via phone, email, able to trouble-shoot
• Knowledge of distributor management business practices is an advantage
•.Net or C# or VB.Net (.Net family skills)
• SQL Server (some kind of Data management skill)
• Knowledge of operating systems and standard development tools.
• Knowledge of security and encryption.
• Knowledge of distributor management business practices is an advantage.
 
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Diversity and Corporate Citizenship
At Accenture, we take the widest possible view of inclusion and diversity, going beyond gender, race, religion, ethnicity, sexual orientation, gender identity and expression to create a work environment that welcomes all forms of backgrounds and differences. Accenture prides itself in being a good Corporate Citizen. We place Corporate Citizenship at the heart of our business and use our skills to create shared value with our stakeholders. We do this in a variety of ways, such as helping communities to build sustainable livelihoods, improving processes at not-for-profit organizations, or working to understand and reduce our own environmental footprint.

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