Help Desk Support Specialists(Open for Freshers

3 days ago

Kuala Lumpur, Malaysia Avensys Consulting Sdn Bhd Full time

**Responsibilities**:

- Provide first-level technical support and troubleshooting assistance for users
- encountering issues with the system.
- Diagnose and resolve basic technical problems with the system, including login
- issues, navigation problems, and basic functionality inquiries.
- Document all support interactions and reported issues accurately and comprehensively in the ticketing system or helpdesk software.
- Escalate unresolved or complex issues to level 2 or level 3 support personnel or
- relevant technical teams for further investigation and resolution.
- Follow established procedures and protocols for incident management, including
- proper escalation paths and service level agreements (SLAs) adherence.
- Provide guidance and assistance to users on the system features, functionalities, and best practices.
- Proactively monitor the performance and availability of the system, promptly
- reporting any abnormalities or service disruptions to appropriate stakeholders.
- Stay updated on the system updates, changes, and enhancements to provide
- accurate and timely support to end-users.
- Collaborate with other IT support teams and departments to ensure seamless integration and interoperability of the system with other organizational systems and processes.

**Qualifications**:

- Customer Service Skills: Excellent communication skills, both verbal and written, with a strong focus on providing courteous and efficient customer support. Ability to remain calm and patient when dealing with frustrated or upset users.
- Problem-Solving Abilities: Strong analytical and problem-solving skills to diagnose technical issues and identify appropriate solutions. Capacity to follow logical troubleshooting steps and escalate issues as needed.
- Attention to Detail: Ability to accurately document and track support interactions, including details of reported issues and steps taken for resolution. Attention to detail is crucial for maintaining thorough and organized support records.
- Adaptability: Flexibility to adapt to changing priorities, technologies, and work environments. Willingness to learn new skills and tools as required to support evolving IT systems and user needs.
- Team Collaboration: Capability to work effectively as part of a team, collaborating with other IT support personnel and departments to resolve complex issues and improve overall system performance.
- Time Management: Strong organizational skills and the ability to prioritize tasks effectively to meet service level agreements (SLAs) and ensure timely resolution of support tickets.
- Professionalism: Demonstrated professionalism in all interactions with users, colleagues, and stakeholders. Adherence to company policies, procedures, and ethical standards.
- Education : A certificate in IT or equivalent is required.
- Experience: While not always mandatory, previous experience in a customer service or technical support role, particularly in a helpdesk or call center environment, can be advantageous.

**Job Type**: Contract

Schedule:

- Day shift

**Experience**:

- Helpdesk support: 1 year (preferred)

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