IT Executive

This position is located at Lot 85, Jalan Portland, Tasek Industrial Estate, 31400 Ipoh, Perak. Please check the travel distance before confirming your application for the position.

• Act as the primary contact for customers seeking technical support via phone or ticketing system.
• Perform remote troubleshooting using diagnostic tools and effective questioning techniques.
• Guide customers through issue resolution and provide accurate information on IT products or services.
• Escalate unresolved issues to higher-level support teams as needed.
• Document incidents, resolutions, and updates accurately in logs and the ticketing system.
• Manage and maintain the ticketing system to ensure operational efficiency.
• Follow up with customers to confirm resolution and provide updates on their cases.
• Identify and recommend process improvements to enhance support efficiency.
• Assist in analyzing Key Performance Indicators (KPIs) and ensuring SLAs are consistently met.
• Communicate customer feedback to internal teams and collaborate to improve service delivery.

• Proven experience in a help desk or customer support role.
• Familiarity with ITSM, ITIL, ISO27001, Cloud Computing, and Industry 4.0 concepts is advantageous.
• Strong understanding of computer systems, mobile devices, and office automation tools.
• Excellent communication and customer service skills with a cool-tempered approach under pressure.
• Bachelor's degree in Computer Science, Information Technology, or related fields, with 2–3 years of relevant experience.
• Fresh graduates are encouraged to apply.