IT Help Desk Support

22 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia iSoftStone Full time 30,000 - 60,000 per year

Job Summary
:

IT Helpdesk Support (L1) is responsible for providing first-level technical support to end users, ensuring timely issue resolution, and maintaining service quality in accordance with defined SLAs. This role involves troubleshooting hardware, software, and network-related issues while escalating complex incidents to higher support levels when necessary.

Key Responsibilities
:

  • Provide first-line technical support for IT-related issues via phone, email, and ticketing systems.
  • Troubleshoot and resolve common hardware, software, and network problems.
  • Assist users with system access, password resets, and basic IT queries.
  • Escalate unresolved or complex issues to L2/L3 support teams as needed.
  • Log, track, and update incidents and service requests in the ITSM system.
  • Follow standard operating procedures (SOPs) for troubleshooting and issue resolution.
  • Ensure timely resolution of tickets in compliance with SLA requirements.
  • Provide users with regular updates on the status of their requests.
  • Maintain and update knowledge base articles to improve first-time resolution rates.
  • Document troubleshooting steps and solutions for common issues.
  • Contribute to process improvement initiatives by identifying recurring problems.
  • Assist users with hardware requests, ensuring application submission is completed.
  • Provide basic troubleshooting for desktops, laptops, printers, and other peripherals.
  • Support standard software applications and assist with installations or configurations.
  • Monitor IT systems for potential issues and report anomalies to the appropriate teams.
  • Ensure compliance with IT policies, security guidelines, and best practices.
  • Support IT asset management by tracking and maintaining records of assigned equipment.
  • Able to commit to 2 different shifts 7am -7pm or 7pm -7am.

Qualifications
:

  • Education
    : Bachelor's degree in information technology, Computer Science, or related field, or equivalent work experience.
  • Experience
    :
    At least 1 year of experience in an IT support role or similar.
  • Technical Skills: Proficiency with operating systems (Windows, macOS, Linux).
  • Familiarity with common office software (Microsoft Office Suite, email clients).
  • Basic understanding of networking principles (IP addressing, DNS, DHCP).
  • Fluent in both English and Mandarin (Chinese) language are preferred
    in order to communicate with teams located in different countries.

Preferred Skills
:

  • Certifications
    : CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications is a plus.
  • Problem-Solving
    : Strong analytical skills to identify issues and develop effective solutions.
  • Customer Service
    : Excellent interpersonal skills with a focus on providing high-quality support to users.
  • Time Management
    : Ability to prioritize tasks and manage multiple issues simultaneously.
  • Communication
    : Strong verbal and written communication skills to explain technical concepts clearly to non-technical users.

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