Helpdesk Consultant

Main Job Tasks and Responsibilities:
1. Provide first level contact and convey resolutions to customer issues in person, via phone or electronically.

2. Diagnose and resolve software issues

3. Properly escalate unresolved queries to the next level of support

4. Walk customers through problem solving process and advice user on appropriate action

5. Follow up with customers, provide feedback and see problems through to resolution

6. Ensure proper recording, documentation, and closure

7. Recommended procedure modifications or improvements

8. Research questions using available information resources

9. Follow standard help desk procedures

10. Log all help desk interactions

11. Administer help desk software

12. Identify and escalate situations requiring urgent attention

13. Track and route problems and requests and document resolutions

14. Prepare activity reports

15. Inform management of recurring problems

16. Stay current with system information, changes, and updates

**Requirements**:
▪ Diploma or Degree in IT or equivalent.

▪ Fresh graduates are encouraged to apply
- No working experience required, and training will be provided

▪ Added advantage: 1 to 2 years working experience in a Software house

▪ Ability to communicate clearly and concisely both orally and in writing

▪ Resourcefulness and quick-thinking nature to troubleshoot new and critical issues as they arise.

▪ Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks and time.

▪ Problem analysis & problem-solving

**Job Types**: Full-time, Permanent

**Salary**: RM2,500.00 - RM3,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Johor Bahru: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- IT: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- English (preferred)