Introduction:

Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS is headquartered in the USA. It provides services to 70+ Fortune 500 clients across Information Technologies and Industries through a network of regional and local subsidiaries, which are located in:

*USA (Global HQ), Silicon Valley

*Singapore (Asia HQ), Singapore

*China (Shanghai, Beijing, Dalian, Wuhan, Chengdu, Guangzhou and Shenzhen)

*Hong Kong & Macau

*Japan & South Korea

*Thailand, Philippines, Indonesia

*Malaysia and South East Asia

*India

*Europe (MTS + partners)

*Middle East (MTS + partners)

*ANZ (MTS + partners)

 

 

MTS has been actively expanding its solution and service offerings through sustainable investments of vendor capitalists in developing proprietary services, solutions and establishing strategic partnerships with leading international partners such as CISCO and AVAYA.

MTS has a strong servicing team, staffed with senior international domain specialists, providing business and IT consulting, project management, application virtualization testing and IT operation support services. Our company is a socially responsible employer with over 200 highly talented professionals, managed by a world-class multi-national executive team.

Please visit our official website to get it further: www.mtscloud.com

 

 

Purpose of the Role:

Our Service Desk Agent are professional technical agents is to ensure timely response to the client request, Monitor the queues, Assignment of tickets to the respective Team/Engineers to manage each case to ensure SLA is met. Also need to share the agreed reports and generated and shared with the customers as agreed.

 

 

 

KEY RESPONSIBILITIES:

1) Timely answer/receiving customer’s service requests and input them into the Ticket system;

2) Define the priority for service requests then assign to Key engineers accordingly;                                  

3）Ensure each case meet SLA and monitor our engineers to update the service status regularly    

4）Ensure engineer close case timely;                                                                                                                  

5）As for P1 and P2 case, send E-mail to the relevant Managers regularly;                                                 

6）Keep good English communications with the customers, partners and engineers;                                            

7）Make regular service reports, etc.;                                                                                                                     

8)   Sort out and update customers’ information;                                                                                                  

9) Understand all customer’s SOW and SLA;                                                                                                        

10) Arrangement preventive maintenance activity for customers;                                                                   

11) Finish any other tasks assigned by Managers.

 

ORGANIZATION:

 

Chief Operating Officer -> Global Delivery Services Director -> Team Leader -> Service Desk Agent

 

PERSON SPECIFICATION

 

JOB TITLE:

 

	Essential	Desirable
Qualifications
Experience	>= 2 year working experience as Call centre agent, Desktop support, IT, Network;                >= Excellent Language capability in English (1st Priority), Chinese language  (good to have)	Call centre or desktop support is preferred Customer service management experience
Skills & Abilities	Highly motivated self-starter; Good relationship; Good team player; Builder with strong diplomacy skills;	Skilled at Excel, outlook and Microsoft office
Personal Qualities	Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything they Do.	Able to understand and deliver services which are provided on a 24x7x365 basis. Must be able to work proactively and under pressure.
Other	Willingness to work in shift to support 24/7 operations	Be happy to work outside of comfort zones.

 

 

 

 

 

 

Unique Identifier: mts2018_0130