IT Helpdesk Technical Support

5 days ago

Bukit Bintang, Malaysia CPU COMPUTER CENTRE SDN BHD Full time

JOB ROLE OVERVIEW:
The role of the IT Helpdesk Technical Support: 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:
**Responsibilities**:

- Provide technical assistance for questions and problems and help fix issues
- Follow up with customers to ensure full resolution of issues
- Create and monitor service tickets in FreshService
- Train other staff members on troubleshooting and diagnosing problems
- Write, edit, and revise training manuals for new and updated software
- Corroborate and validate data from multiple sources
- Perform user acceptance testing for releases and maintenance
- Diagnose system errors and other issues
- Consult with Tier 3 support to assist with advanced IT issues
- To perform general service desk operation function including incident management, event management, problem management & reporting
- Ticket management to track and record activity, resolution of incidents and completion of inquiries

Qualifications:

- 1-2 years’ experience working in a Service Desk/Help Desk environment
- Knowledge of ITIL Framework, ISO 20000 and CMMI Service
- Prior working experience with creating, managing OS 365 accounts including mailbox creation etc.
- Strong computer skills, especially with experience on Dell laptops
- Ability to troubleshoot and diagnose IT problems
- Familiarity with both PC and Mac, experience with different browsers
- Familiarity with SolarWinds N-Able solutions, Trend Micro File/Disk Encryption, SolarWinds Take Control Plus
- Good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
- Experience responding to requests for IT support from employees and tracking these problems using the Fresh service ticketing management system until complete resolution is attained
- Detail-oriented including updating all service tickets with detailed notes
- Good writing and editing skills to aid in writing and updating manuals
- Ability to identify the gaps within the existing operating procedures and fill them
- Having a record of creating, developing and documenting best practices in order to educate users
- Experience in troubleshooting hardware and software problems and providing effective solutions
- Proactive and excited to learn new things
- Experience with Mac OS would be a plus

**Job Details**

**JOB INFO & REQUIREMENT**
- Contract Type
- Full-time
- Job Type
- Executive
- Experience Level
- 1-3 years
- Job Categories
- IT (Technology)
- Minimum Education Required
- Education: - Bachelor’s degree in an IT-related field, or an Associate’s degree with 5+ years relevant experience - Microsoft MCP, Apple ACSP, CompTIA Network+ certifications are desired
- Language Required
- English
- Nationality Preferred
- Malaysians Only
- Gender Preferred
- Male Only
- Own Transport
- None

**SALARY & OTHER BENEFITS**
- Salary

**RM 3,500 to RM 4,000 per month

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