IT Desktop Helpdesk

6 months ago

Kuala Lumpur, Malaysia Talreso Consultancy and Advisory Sdn Bhd Full time

Roles and Responsibilities

i. Able to handle all incident ticket update as ITIL standard.

ii. General knowledge and familiarity SQL2008/2005

iii. Basic understanding of terminal services, Virtual desktop.

iv. Basic understanding of how to read and understand code (Code-competency)

for diagnosis, escalation to development teams.

v. Provide necessary operation reports and documentation.

vi. Annual Leave needs to be requested before two weeks, any Emergency

Leave / MC needs to inform the Line manager as early as possible.

vii. Assist on all the IT related task which assign by Line Manager (Subject to

mutual agreement and within the engineering skillset).

viii. Compliance and follow AIA standard policy and engagement.

ix. Knowledge of troubleshooting tools and techniques related to networks and

systems i.e. remote access tools, Windows Support tools, connectivity tests,

etc.

x. Broad knowledge/general knowledge of all popular OS versions, Linux,

Windows Server (2003, 2008, 2012, etc and Workstation XP, 7, 10, etc)

xi. Basic knowledge of various networking technologies, hardware, and

2 of 2

protocols; including Citrix Netscaler, firewall traversing/access requests,

Load balancer configuration requests, security protocols, encryption,

sniffing, TCPIP configuration, IIS, Apache, WebSphere)

xiii. Handle issues promptly and escalate to vendors/principals as required

to till closure.

xiv. Provide support and perform maintenance.

xv. Maintain and update support documents and procedures.

xvi. Provide support to the operations team during the project deployment

phase.

function and workflow.

xviii. May need over-time support, based on the Project team requirement.

12 Requirements

i. Fluent in English, Bahasa Malaysia, and Cantonese

ii. Skill in providing an exceptional customer experience and interact

effectively with all levels of management and customers

iii. Skill in verbal and written communication to analyze, interpret and address

customer needs

iv. Excellent problem-solving experience and decision-making abilities

v. Time management skills, including managing critical incidents and

escalations

vi. Able to manage multiple projects and tasks effectively

vii. Ability to work with mínimal guidance or supervision in a time critical

environment

viii. Ability to be flexible and quickly adapt to changing business needs and

processes

ix. Effective management skills that demonstrate the ability to balance business

goals and results with staff developmental needs

**Salary**: From RM3,400.00 per month

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

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