IT Helpdesk Support

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia AMK Technology Sdn Bhd Full time 40,000 - 60,000 per year

Experience: Minimum 3 years

Job Type: Contract (Renewable basis)

Client: Insurance Industry

Key Responsibilities:

  • Provide
    L1 and 1.5 support
    for IT incidents and service requests via phone, email, or ticketing systems.
  • Perform
    initial troubleshooting
    for hardware, software, and network-related issues.
  • Escalate unresolved incidents to Level 2 teams in a timely manner.
  • Monitor and update tickets in the
    IT Service Management (ITSM)
    system, ensuring SLA compliance.
  • Support end users with account setup, password resets, and access requests.
  • Document all incidents, resolutions, and updates accurately in the ticketing system.
  • Provide guidance to users on basic IT usage, policies, and procedures.
  • Collaborate with internal teams to ensure consistent IT service delivery.

Requirements:

  • Minimum
    3 years of experience
    in IT Helpdesk or Technical Support.
  • Strong knowledge of
    L1 and 1.5 troubleshooting
    for Windows OS, MS Office, and common enterprise applications.
  • Experience using
    ITSM tools
    (e.g., ServiceNow, Jira Service Management, BMC Remedy).
  • Familiarity with Active Directory, user account management, and remote support tools.
  • Excellent communication and customer service skills.
  • Ability to prioritize and handle multiple issues efficiently under pressure.

Preferred skills:

  • Experience in the
    insurance or financial industry
    is an advantage.
  • Basic understanding of networking concepts and IT infrastructure.
  • ITIL Foundation certification is a plus.

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