EDS, the leading pure-play global services company, provides strategy, implementation and hosting for clients managing the complexities of the digital economy. EDS brings together the world's best technologies to address our clients’ critical business imperatives. We help clients eliminate boundaries, collaborate in new ways, establish their customers' trust and continuously seek improvement. In fact, everything we do helps enterprises win in the digital economy.

Responsibilities:

• To support the contractual service level in the achievement of prompt response, high level customer service and technical first contact support.
• Clearly articulate customer requirements and interface with a variety of EDS second level teams/service provider groups.
• On phone diagnostics and troubleshooting, Liaising with Service Provider Groups and external vendors. Ensuring appropriate process standards are met and maintained.
• Accurate documentation of calls and problems.
• Initiate problem management workflow process. Identification of areas of process improvement.
• Actioning of requests and the delegation of related tasks to the appropriate areas.
• Ensure required information received for all requests . Enter and process requests according to standard processes and procedures

• Good communication (written and oral), telephone and listening skills. Able to speak, read and write English.
• Diploma / Degree in IT &/or relevant experience in IT Service Delivery.
• Experience working in Help Desk or Customer Service Support environment is an added advantage.
• Highly responsive and customer-focused and good time management skills.
• Able to work on rotation 24*7 shift .

For more information, please visit our website at http://www.edscareers.com/my or email to