IT Helpdesk

3 weeks ago

Kuala Lumpur, Malaysia amIT Global Solution Full time

Assess the severity of support cases and allocate resources accordingly.
- Document support cases thoroughly and prioritize them based on urgency.
- Monitor support queues and ensure timely resolution of issues.
- Escalate complex issues to Level II Analysts or the Support Manager.
- Identify opportunities for process improvements and recommend changes.
- Collaborate on projects and initiatives to enhance support services.

**Global Test Centre support Analyst, Level 1 job responsibilities**:

- Identify severity of case by asking the right questions, analyzing, and allocating the case appropriately based on its severity.
- Provide resolutions by identifying systematic problems, researching answers, guiding test center administrators through the corrective steps.
- Document details of cases and prioritize according to urgency and importance in Salesforce.
- Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions.
- Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
- Identify, recommend, and communicate changes to existing procedures
- Work on projects and special initiatives as approved by team leads and managers

**Global Test Centre support Analyst, Level 1 job requirements**
- Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
- Able to speak fluent English.
- You care deeply about your performance and your team’s performance
- Logical thinker with good analytical and problem-solving skills
- Up-to-date technical knowledge
- Understand Basic User & Security Group Active Directory administration.
- An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
- Good interpersonal and customer care skills
- Good accurate records keeping

**Job Type**: Permanent

Pay: RM4,000.00 - RM6,726.82 per month

**Benefits**:

- Work from home

Schedule:

- Night shift

**Experience**:

- IT support: 2 years (preferred)
- Citrix: 2 years (preferred)
- LAN: 2 years (preferred)
- L1 support: 2 years (preferred)

**Location**:

- Kuala Lumpur (preferred)

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