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IT Support Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia ABHIDI ENTERPRISES Full time

**About ABHIDI ENTERPRISES**

We are a dynamic organization seeking a skilled IT Process Specialist to join our team.

The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.

**Job Responsibilities**

  1. L1 Support Services: Provide first-level support for all applications, ensuring prompt resolution of user queries and issues.
  2. Ticket Management: Raise and manage tickets in Service Now from start to finish, guaranteeing that SLAs are met and users receive timely updates on ticket progress.
  3. User Complaints: Accurately record user complaints in Service Now, ensuring that critical issues are escalated to appropriate teams and management.
  4. Communication Log: Maintain a comprehensive log of all communication and steps performed in the Ticketing system, facilitating efficient issue resolution.
  5. User Updates: Timely inform users about the progress of their tickets, promoting transparency and trust.
  6. Escalation Procedure: Ensure that critical issues are escalated to the relevant teams and management, ensuring swift resolution.
  7. Troubleshooting: Effectively troubleshoot user queries via calls, emails, and multiple channels, providing actionable solutions.
  8. Phone Support: Answer phones professionally, respond to user inquiries, and address complaints in a courteous and empathetic manner.
  9. Software Installation: Install, configure, and upgrade FedEx software, ensuring seamless integration with existing systems.
  10. Remote Support: Provide remote support and troubleshooting services for user laptop/desktop issues, MS Office applications, and other FedEx applications.

**Qualifications**

A diploma or above education degree is required for this position.

**Skills Required**

Service desk/helpdesk experience is essential, and proficiency in Korean is mandatory.

**Seniority Level**: This role is suitable for entry-level candidates.

**Employment Type**: Full-time employment opportunities are available.

**Job Function**: The primary function of this role is Information Technology.

**Industries**: Consumer Services is the industry we operate in.