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Helpdesk Lead

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Transaction Network Services Full time

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.

Come join the excellence

Overview

Job Description Summary

Coordinates, diagnoses and troubleshoots incoming employee calls.

Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users.

Responsibilities:

  • Address and resolve employee concerns in a professional and timely manner
  • Acts as escalation point for Help Desk support staff, providing technical direction when applicable and ensuring proper escalation policies are followed
  • Ensure Help Desk support documentation such as Wiki knowledgebase, Escalation spreadsheet & Approved Software list and team workflows are maintained
  • Responsible for weekly summary of team activities to management
  • Tier 1 support of corporate Windows and Mac workstations & mobile devices
  • Security support
  • DUO MFA, Windows BitLocker, Websense Web proxy & OS patchingDocument work by ensuring cases are logged for support request and note troubleshooting steps when escalating
  • Shift coverage during the week 24 x 5
  • Participate in rotation of oncall after hours and weekend support

Qualifications:

  • 2+ years' experience with corporate Windows and MacBook troubleshooting 2+ years troubleshooting in the Windows environment. 2+ years experience in a realtime corporate support environment. 1+ years experience in help desk supervisory capacity.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about

TNS is an equal opportunity employer.

TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.