Service Desk System Engineer (Outsource)

Job Responsibilities

• Support Call Center and Service Desk system implementation and enhancement projects, including planning, testing, and go-live support to ensure smooth rollout and stabilization.
• Manage day-to-day operations of Call Center and Service Desk systems to ensure high availability, stability, and service quality.
• Maintain and manage Call Center operational data such as tickets/cases, call logs, and knowledge base content to ensure accuracy and usability.
• Investigate system incidents and service issues, perform root cause analysis, propose corrective/preventive actions, and drive resolution through closure.
• Coordinate with internal teams and external vendors to improve system performance continuously, including changes, upgrades, and process improvements.
• Prepare and update system documentation and provide operational support/troubleshooting to users (e.g., agents, supervisors) when required.

Job Qualifications

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.
• 2–5 years of experience in Call Center systems, Service Desk environments, or IT Operations.
• Good understanding of IT Service Management (ITSM) processes and ITIL concepts.
• Basic technical knowledge of Call Center platforms, including call handling, agent routing, and case/case management tools.
• Basic knowledge of data management and data utilization (e.g., working with ticket/call log/knowledge base data).
• Strong analytical, troubleshooting, and problem-solving skills.
• Good English communication skills (written and spoken).
• Strong interpersonal skills with the ability to collaborate effectively in a team environment.
• Experience with AI Call Center solutions, chatbots, or ITSM tools is a plus.