Service Desk Agent

2 weeks ago


Petaling Jaya, Malaysia Agensi Pekerjaan Nixan Mega (M) Sdn Bhd Full time

**Key Responsibilities**:

- Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
- Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
- Customer Service: Deliver exceptional customer service by actively listening to users & needs, addressing concerns, and ensuring user satisfaction throughout the support process.
- Knowledge Base: Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
- Documentation: Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
- Remote Support: Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
- Password Reset: Assist users with password resets and account unlocks in accordance with security policies.
- Security Awareness: Promote and adhere to security policies, recognizing and reporting potential security incidents.
- Team Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues.
- Continuous Learning: Stay up-to-date with technology trends, new software, and hardware to improve support capabilities.

**Qualifications**
- High school diploma or equivalent required; associate's or bachelor's degree in a related field is a plus.
- Minimum of 1-3 years of experience in a technical support or service desk role.
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Proficiency in troubleshooting and problem-solving techniques for hardware and software issues.
- Familiarity with commonly used operating systems (e.g., Windows, macOS) and office software.
- Customer service-oriented mindset with a commitment to delivering high-quality support.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Knowledge of remote support tools and remote desktop assistance is advantageous.
- Familiarity with ticketing systems for incident management.
- Basic understanding of IT security principles and best practices.
- IT certifications such as CompTIA A+ or ITIL Foundation are a plus.
- Application Support: Ability to identify and isolate issues, as well as gather information.

**Salary**: From RM3,000.00 per month

**Benefits**:

- Health insurance
- Parental leave

Schedule:

- Rotational shift

Application Question(s):

- Do you have any experience or familiar with Active Directory, Troubleshooting office 365, BIOS or File Server?



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