Service Helpdesk

This position is open to fresh graduates, internship seekers, or individuals exploring opportunities in Customer Support, Service Coordination, or Operations Support roles.

Requirements & Qualification

• Diploma or Degree in Software, Information Technology, Computer Science, or Business Administration, preferably with up to 1 year of work experience in a related role.
• Fresh graduates are highly encouraged to apply.
• Relevant certifications are an added advantage (e.g. IBM IT Support Professional, Google IT Support Professional, CHDP, MOS Certification, CompTIA IT Fundamentals, CCSS, CCXP, CST, CSR).
• Basic understanding or hands-on familiarity with remote desktop applications, ticketing systems, or help desk software.
• Awareness of customer support procedures and protocols.
• Strong communication and interpersonal skills to serve as the first point of contact for user or client inquiries.
• Ability to record and document issues accurately and in detail.
• Demonstrated ability to provide timely and professional responses to basic technical or service-related inquiries.
• Basic knowledge of common troubleshooting steps and willingness to assist users in applying them.
• Experience or understanding of creating, maintaining, and categorizing support tickets for efficient issue tracking.
• Basic familiarity with product functionality and ability to share general product information or guidance with users.
• Capable of directing users to relevant resources, documentation, or Tier 2 Support when needed.
• Strong follow-up discipline to ensure user issues are resolved and satisfaction is achieved.
• Awareness of when and how to escalate complex issues for further assistance.
• Comfortable using relevant software tools and support systems.
• Able to adapt quickly to new tools, products, or client needs.
• Committed to providing a positive support experience and maintaining service quality standards.
• Works well in a team-oriented environment, following established procedures and contributing to shared goals.

Responsibilities

• Serve as the first point of contact for client inquiries and support requests through multiple communication channels.
• Gather, record, and document client issues accurately to ensure clear information for troubleshooting and escalation.
• Provide timely, courteous, and professional responses to client inquiries and basic technical issues.
• Follow established support workflows, standard operating procedures, and escalation protocols to maintain service consistency and quality.
• Create, update, and maintain accurate and categorized support tickets to track client interactions and ensure proper follow-up.
• Prioritize and manage support tickets based on severity, urgency, and business impact to achieve efficient issue resolution.
• Troubleshoot and resolve common technical or user-related issues, applying standard troubleshooting steps and solutions.
• Provide basic product information, user guidance, and assistance to help clients understand and utilize services effectively.
• Guide users to relevant resources, documentation, or escalate complex issues to Service Delivery Engineer with complete context and supporting details.
• Communicate effectively and professionally with clients to ensure a positive and satisfactory support experience.
• Follow up with clients to confirm resolution, gather feedback, and ensure satisfaction with the support provided.
• Assist in preparing and updating internal processes or procedures within the section to improve workflow efficiency and maintain alignment with organizational standards.
• Collaborate with internal teams to share insights, recurring issues, and user feedback that contribute to service improvement and product enhancement.
• Assist in compiling service performance reports and metrics, such as ticket volume, response time, and resolution rate, to support management review and decision-making.
• Perform any other duties as assigned by Middle Management or immediate supervisors in support of departmental and organizational goals.

Job Type: Temporary

Contract length: 6 months

Pay: RM3, RM3,200.00 per month

Benefits:

• Free parking
• Meal provided

Application Question(s):

• Are you available to start in November?
• May I know how long your notice period is?

Location:

• Bandar Baru Bangi Required)

Work Location: In person