Help Desk Technical Support

2 days ago


Petaling Jaya, Selangor, Malaysia STRATEQ Full time
About the Role

We are seeking a skilled and motivated individual to fill the position of Help Desk Technical Support. As a key member of our help desk team, you will be responsible for providing technical assistance to our customers, utilizing your expertise in Retail Automation Solutions. Your exceptional communication skills and ability to troubleshoot complex issues will make you an invaluable asset to our team.

Key Responsibilities
  1. Provide Technical Assistance: Offer expert advice and guidance to customers via various communication channels, ensuring their technical concerns are resolved efficiently and effectively.
  2. Troubleshoot Issues: Utilize your analytical skills to diagnose and resolve customer problems related to Retail Automation Solutions, encompassing hardware, software, network, and reporting-related issues.
  3. Manage Service Requests: Answer incoming calls, record detailed information about reported incidents or service requests in our ticketing system, and prioritize them based on urgency and impact.
  4. Escalate Alerts: Proactively monitor crucial dashboards for alerts, escalate them to relevant parties by following established escalation procedures, and initiate responses according to our Standard Operating Procedures (SOP).
Requirements and Qualifications
  • Education: Hold a minimum Diploma/Advanced Diploma/Degree or higher in any IT-related field.
  • Communication Skills: Possess excellent verbal and written communication skills to interact effectively with customers, reporting officers, and other stakeholders.
  • Adaptability: Demonstrate flexibility in adapting to varied shifts, working extended hours, and adjusting to changing work schedules due to operational requirements or emergencies.
Benefits
  • Competitive Salary: Receive a salary that reflects your skills and experience.
  • Benefits Package: Enjoy a comprehensive benefits package, including attendance performance rewards, hardship allowance, dental and optical benefits, hospitalization and surgical insurance, term life and personal accident insurance coverage, and clinic medical benefit.
  • Contractual Bonus: Be eligible for a 13-month salary contractual bonus.


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