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.