IT Helpdesk Support

**Company Overview** ADVGE is one of the fastest growing holding companies in Malaysia that offers a set of services and solutions in various fields to our customers. We are a technology company and specializing providing the latest technological solutions to our client. The group also provide services in cleaning and engineering works by being G7 Contractor as well. In addition, we are also dedicated to making the world a more contemporary and progressive place by promoting innovation in all industries. As a result, we are proud to serve most of Fortune 500 Companies, Government Linked Companies (GLCs), Ministries and Government Agencies as our valued clients. **KEY RESPONSIBILITIES** a. Providing IT-managed desktop support services including timely resolution of IT desktop related incidents. b. Perform 1st level line IT support and troubleshooting services (for notebook, desktop, telecommunications and network services related problems) to CLIENT. c. To be the key team to centralize all general call logging, status tracking/follow-ups to CLIENT business app team and third-party vendors (if any) for solutions. d. Maintain proper IT service records filing and documentation. e. To be the point of contact for all staff of CLIENT, to address any outstanding issues through regular performance review meetings & operational meetings that are to be held periodically during the life cycle of the contract. f. To escalate related issues to respective third-party supplier (e.g. hardware out, as part of Supplier Management Services. g. Through the support engineers, to provide on-site troubleshooting for problem determination, resolution and escalation of its PCs/Laptops related problems pertaining to system setup, installation, configuration and usage. h. To escalate problems that fall beyond the ''jurisdiction" of both the helpdesk/on-site staff to designated representatives of CLIENT internal IT Department as well as CLIENT outsourced vendor. i. To update, track and monitor the status of all incidents until a proper closure of that particular incident in the Service Desk Tool provided by CLIENT. j. To centralize all general call logging, status tracking/follow-ups which pertaining to k. Submission of helpdesk statistical and Service Level Agreement (SLA) performance reports on weekly/monthly/yearly basis or as and when requested. I. Assignment of Service Account Manager with ITIL certified to monitor SLA and conduct regular meeting with designated representative from CLIENT's IT Department to review performance of Support Engineer ("SE") and SLA. m. To ensure service desk operation in compliance with ITIL processes. n. On-going review of help desk log with recommendation of IT services and processes improvement. o. IT Facility and asset management (IT inventory maintenance) services. p. To monitor the service level support, ensuring the committed SLA will not be breached. **- Contract: 2 years (Extendable, based on performance)** - EPF/SOSCO - Medical Claimable - AL x 1/month - MC x 1/month **Qualifications**: - **Education and Certification**: - Diploma or Degree in Information Technology, Computer Science, or a related field. - ITIL Certification is mandatory. - **Experience**: - Minimum of [X] years of experience in an IT Helpdesk or Technical Support role. - Experience working in the Oil and Gas industry is highly advantageous. - **Technical Skills**: - Proficiency in Windows and Mac OS environments. - Strong knowledge of networking concepts and troubleshooting (TCP/IP, DNS, DHCP, VPN, etc.). - Experience with enterprise software and systems (Microsoft Office 365, Active Directory, etc.). - Familiarity with ITSM tools and ticketing systems. - **Soft Skills**: - Excellent problem-solving and analytical skills. - Strong communication and interpersonal skills. - Ability to work independently and as part of a team. - Detail-oriented and organized with a proactive approach. Client - **Carigali-PTTEPI Operating Company Sdn Bhd (CPOC)** **Job Type**: Contract Pay: RM5,000.00 - RM6,000.00 per month Schedule: - Monday to Friday