IT Helpdesk

**Position title : Client Support Officer (Japanese& English)**

**Work location : Cyberjaya**

**Basic Salary offered : Basic up to RM 4,800 + shift allowance + mobile allowance+ OT**

**Working hours : 7am-7pm/7pm to 7am ( 12hours rotational shift), 2 days work & 2 days off day**

**ORGANIZATIONAL BACKGROUND**

Client Support Officer: Integrated Service Operations position is designed to provide service desk functions to wide variety of the company & other outsourced for clients.

**JOB ROLE OVERVIEW**

The role of the Client Support Officer: Integrated Service Operations is to provide service desk functions to services offered to clients. This is achieved by incident management, & problem management and provide effective communications.

The officer is also responsible in upkeeping information in CMDB and ensuring all operations are done according to the set KPI, policy & procedures.

Communication, analytical thinking is essential to help identify, communicate to resolve issues.

**RESPONSIBILITIES**:
1. To perform general service desk operations functions including incident management, event management, problem management & reporting.

2. To provide quality technical support & inquiry management to clients according to the SLO.

3. To be able to categorize reported incident and inquiries to a proper severity/priority level.

4. Ticket management to track and record activity, resolution of incidents and completion of

inquiries.

in response to inquiries, concerns, requests, and complaints about products and services.

6. To perform 1st level information gathering & troubleshooting on the reported incidents prior to escalations.

7. To perform escalation for incidents or inquiries to the resolver group with timely follow ups

8. To maintain the coordination effectively with other professionals in delivering the services as and when needed.

9. Management of incident & recovery notices

10. To upkeep or work with resolver groups and other parties to upkeep the integrity of information in CMDB

11. To perform routine tasks according to the routine checklist

12. To ensure all operations are according to the standard compliance (ITSM & ISMS)

13. To prepare operation reports, management report and client service performance report.

**Able to work on rotational shift**

**Good in English and Japanese (both written and spoken)**
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**Salary**: Up to RM4,800.00 per month

Schedule:

- Rotational shift

**Experience**:

- IT Helpdesk role: 1 year (preferred)

**Language**:

- Japanese (preferred)