IT Helpdesk Level 2

4 days ago

Kuala Lumpur, Malaysia Advge Holdings Sdn Bhd Full time

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
- Job Type: Contract

**Salary**: RM3,000.00 - RM4,500.00 per month

Schedule:
Monday to Friday

Ability to commute/relocate:
Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

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