IT Helpdesk

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Micro Technology Solution Sdn Bhd Full time
Act as single point of contact for users for all IT Incidents and Service Request.

  • Taking ownership of incidents and managing them in a logical and methodical manner.
  • Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures.
  • Log, track, follow up, update and monitor issues logged into SDP (ticketing system).
  • Conducting full and thorough diagnostics with the endusers to for first call resolution.
  • Ensuring all tickets are progressed and resolved within SLA escalating to other internal and external teams as appropriate.
  • Managing incidents through entire lifecycle from single point of contact until resolved.
  • Proactively keeping the endusers informed of the progression update.
  • Diagnosing and resolving incidents to the endusers satisfaction.
  • Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution.
  • Trigger Incident Management Procedure as and when required.
  • Escalate the issues to other hardware/software vendors, if the issues are not supported by.
  • Liaising with authorized service provider on replacing faulty parts that are within warranty period.

; Requirements:

  • Required language(s): Bahasa Malaysia/Mandarin, English
  • At least 2 Year(s) of working experience in the related field is required for this position.
  • Preferably Junior Executive specialized in Technical and Helpdesk Support or equivalent.
  • A team player with can do attitude.
  • Customer service oriented.

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