![Avensys Consulting Sdn Bhd](https://media.trabajo.org/img/noimg.jpg)
Help Desk Support Specialists(Open for Freshers
2 weeks ago
Responsibilities:
- Provide firstlevel technical support and troubleshooting assistance for users
- Diagnose and resolve basic technical problems with the system, including login
- Document all support interactions and reported issues accurately and comprehensively in the ticketing system or helpdesk software.
- Escalate unresolved or complex issues to level 2 or level 3 support personnel or
- Follow established procedures and protocols for incident management, including
- Provide guidance and assistance to users on the system features, functionalities, and best practices.
- Proactively monitor the performance and availability of the system, promptly
- Stay updated on the system updates, changes, and enhancements to provide
- Collaborate with other IT support teams and departments to ensure seamless integration and interoperability of the system with other organizational systems and processes.
Qualifications:
- Customer Service Skills: Excellent communication skills, both verbal and written, with a strong focus on providing courteous and efficient customer support. Ability to remain calm and patient when dealing with frustrated or upset users.
- Problem-
Solving Abilities:
Strong analytical and problem-solving skills to diagnose technical issues and identify appropriate solutions. Capacity to follow logical troubleshooting steps and escalate issues as needed.
- Attention to Detail: Ability to accurately document and track support interactions, including details of reported issues and steps taken for resolution. Attention to detail is crucial for maintaining thorough and organized support records.
- Adaptability: Flexibility to adapt to changing priorities, technologies, and work environments. Willingness to learn new skills and tools as required to support evolving IT systems and user needs.
- Team Collaboration: Capability to work effectively as part of a team, collaborating with other IT support personnel and departments to resolve complex issues and improve overall system performance.
- Time Management: Strong organizational skills and the ability to prioritize tasks effectively to meet service level agreements (SLAs) and ensure timely resolution of support tickets.
- Professionalism: Demonstrated professionalism in all interactions with users, colleagues, and stakeholders. Adherence to company policies, procedures, and ethical standards.
- Education : A certificate in IT or equivalent is required.
- Experience: While not always mandatory, previous experience in a customer service or technical support role, particularly in a helpdesk or call center environment, can be advantageous.
Job Type:
Contract
Schedule:
- Day shift
Experience:
- Helpdesk support: 1 year (preferred)
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