Supervisor Helpdesk

**Job Title**:
Help Desk Supervisor

**Job Location**:
Rafulin FMS (Selangor) Sdn Bhd, Cyberjaya

**Job Summary**:
Monitor the Helpdesk activities are adhere to the business service level agreement to ensure;
- Scheduling of activities in accordance with the daily schedule and customer request.
- Zero WO (Work Order) pending.
- Zero Nonperformance on the response/acknowledgement of the complaint.
- Timely submission of report & record to the business and customer.

**Responsibilities**:

- Supervising a variety of help desk functions to ensure effective and accurate completion of customer help desk requests.
- Ensure complaint through e-Aduan/telephone/letter are responded accordingly.
- Ensure timely distribution of WO - Preventative Maintenance (PM) & Corrective Maintenance (CM) to the respective technical department.
- Coordinate with M&E and C&S Department on the equipment ON/OFF scheduling.
- Monitor the due date of the WOs and follow up with the relevant departments.
- Provide justification on EOT for pending WOs.
- Analyze customer feedback and propose action plan for improvement.
- Prepare monthly report & record.
- Ensure company policy and regulations are uphold by all staff.
- Any other tasks assign by immediate superior/management from time to time.

**Job Requirements**:

- Bachelor’s degree in relevant field.
- Minimum 3 years' experience with at least 1 year supervisory in helpdesk field.
- Well-versed in MS Office especially MS Word, MS PowerPoint & Excel
- Knowledge in using graphic design tool such as Canva or Photoshop will be an added advantage.
- Excellent problem-solving and communication skills
- Customer service oriented
- Good interpersonal skills and ability to build strong client relationships.

**Salary**: RM2,000.00 - RM4,000.00 per month

**Benefits**:

- Maternity leave

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cyberjaya: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

**Experience**:

- helpdesk/frontdesk: 2 years (preferred)