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IT Helpdesk

2 months ago

Kuala Lumpur, Malaysia Micro Technology Solution Sdn Bhd Full time

Act as single point of contact for users for all IT Incidents and Service Request.
- Taking ownership of incidents and managing them in a logical and methodical manner.
- Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures.
- Log, track, follow up, update and monitor issues logged into SDP (ticketing system).
- Conducting full and thorough diagnostics with the end-users to for first call resolution.
- Ensuring all tickets are progressed and resolved within SLA - escalating to other internal and external teams as appropriate.
- Managing incidents through entire lifecycle from single point of contact until resolved.
- Proactively keeping the end-users informed of the progression update.
- Diagnosing and resolving incidents to the end-users satisfaction.
- Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution.
- Trigger Incident Management Procedure as and when required.
- Escalate the issues to other hardware/software vendors, if the issues are not supported by.
- Liaising with authorized service provider on replacing faulty parts that are within warranty period.

**; Requirements**:
- Required language(s): Bahasa Malaysia/Mandarin, English
- At least 2 Year(s) of working experience in the related field is required for this position.
- Preferably Junior Executive specialized in Technical and Helpdesk Support or equivalent.
- A team player with can do attitude.
- Customer service oriented.

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