Junior Service Desk Specialist

5 days ago

Kuala Lumpur, Malaysia Agensi Pekerjaan iFORTE Sdn Bhd Full time

**Contract Period**: 6 months

Serves as the first point of contact for end users in an IT Global Service Desk (GSD); IT Call Center environment. Provides first line investigation and diagnosis and logs all relevant Incident and Service Request details. Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate.

**Key Responsibilities**:

- Professionally handles IT Service Desk phone calls.
- Monitor Service Desk Tickets queue, to process, Resolve Incidents and Fulfill Service Requests.
- Provides first-line investigation and diagnose of complex incidents, collect important notes.
- Prioritize and report potential service outage in a timely manner with necessary details.
- Escalates the Incidents and Service Requests that they cannot be resolved at GSD level.
- Track all relevant Incident and Service Request details, prioritize and close tickets.
- Provide coaching and training to junior employees.
- Other duties as assigned by leadership as see fits.

**Education & Experience Required**:

- High School Diploma or equivalent 2 years of experience in the similar field.
- Associate degree or equivalent in or Technical Degree/Certification

**Key Skills & Mindset Required**:

- Must be fluent at spoken and written communication skills in Japanese and ideally English.
- Must be able to build and maintain effective working relationships with IT staff and internal customers at all organizational levels.
- Advocate to be a team player, willingness to continuously learn and collaborate with stakeholders, pays good attention to details at work, adaptable to changes, resourceful, self-sufficient and results oriented.
- Ability to put customer's needs first and show professionalism when handling calls and tickets.
- Good at problem solving and able to proactively look for solutions.

**Computer skills and experience with navigating the below are preferred**:

- Service Now
- Active Directory
- Windows 10 and 11 OS (Familiarity with Mac OS is a Plus)
- Microsoft Office Suite (Outlook, Teams, OneDrive, SharePoint, etc.)
- Microsoft Edge, Google Chrome
- Virtual Private Network (VPN)
- TOTP (One-Time Password software Multifactor Authentication)
- Experience with using Remote Control Access tools.

**Job Type**: Contract
Contract length: 6 months

Pay: RM5,000.00 - RM7,106.25 per month

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- 13th month salary

Application Question(s):

- Would you be okay with a 6 months contract?

**Experience**:

- Help desk: 1 year (preferred)

**Language**:

- Japanese (required)

License/Certification:

- JLPT N1 or N2 certification? (preferred)

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