Desktop Support Specialist

3 weeks ago


Kuala Lumpur, Malaysia Pickles Asia Sdn Bhd Full time

**Job description**:

- Identify and diagnose issues and problems.
- Categorize and record reported queries and provide solutions.
- Ensure end-to-end service delivery for digital workplace devices and their enablement.
- Advise users on the appropriate course of action.
- Monitor issues from start to resolution.
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential remote desktop support for IT Service Desk incidents.

**Requirements**:

- Good command of written & verbal communication and good customer service skills.
- Worked on some Helpdesk Ticketing Systems like ServiceNow.
- Probe and troubleshoot issues are understanding customer needs and setting expectations as per SLA.
- Directly respond meeting SLA, to the request or problem if within areas of expertise or escalate to the appropriate team.
- Understanding of basic troubleshooting for
- Hardware
- laptops, monitors, docking, cabling, software installation, and removal, printer set up, Windows OS, Cisco and Zoom phone, and basic networking.
- Direct and raise a ticket for a request or problem and coordinate with vendor support for hardware management and replacement.
- Coordinate imaging and enablement activities for new hires.
- Good basic working knowledge of Microsoft Windows, Office, and other standard desktop tools.
- Knowledge of ITIL and MacOS preferable but not a must.
- Ability to work responsibly with or without direct supervision.



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