service Desk Support

2 days ago

Malaysia Netpoleon Group Full time

Netpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc - a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have strong skills and knowledge in IT Security to join us. You will be able to embark on an exciting career, as we pursue our strategic expansion.
- Working Hours: 9am to 6pm, Mon-Fri
- Salary will commensurate with qualification and experiences

**Job Title**:

SERVICE DESK SUPPORT

**Responsibilities**:

- Responsible for receiving, validating, and logging customer requests (tickets).
- Find an available engineer and assign an engineer to all requests (tickets).
- Ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on them), and resolved.
- Analyse and interpret the requests to ensure the classification, prioritisation, and escalation of the requests meet the SLAs.
- Work closely with colleagues to ensure swift resolution of issues and keep the customer updated on the progress in relation to the resolution of the issue.
- Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) parties to resolve issues when required.
- Require standby 24x7 (weekly rotation) regarding response to new tickets through the ticketing system.

**REQUIREMENTS**
- Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc.)
- Good communication and good customer service. Good command of English.
- A fast learner who is pleasant, patient, self-disciplined, and a self-starter.
- Must be able to research and resolve technical issues (L1) independently.
- Basic network connectivity troubleshooting would be an added advantage.
- ITIL Foundation certification would be an added advantage.

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