Supervisor Helpdesk

2 weeks ago

Cyberjaya, Selangor, Malaysia NSS IT Solution Full time 50,000 - 65,000 per year

Key Responsibilities:

Technical Support:

  • Oversee the troubleshooting and resolution of complex technical issues, providing support for escalated tickets from Level 1 and 2 level
  • Provide assistant to diagnose and troubleshoot technical problems, utilizing in-depth knowledge of systems and network from Level 1 and 2
  • Assists Senior Helpdesk Officer to verify logs from Windows, and text files when required
  • Responsible for guaranteeing that incidents are reported by the Service Level Agreement (SLA)
  • Verify escalate issues to the appropriate teams for resolution, including consultants and third parties from Level 1 and 2, following the proper process.

Ticket Management:

  • Manage and prioritize helpdesk tickets, ensuring Level 1 and 1.5 are addressed promptly and effectively
  • Analyze ticket trends to identify recurring issues and develop strategies for long-term solutions
  • Assist in monitoring pending tickets and issues, and notify the Helpdesk Executive, Senior Helpdesk Executive, or Supervisor for clarification when needed.

Documentation:

  • Prepare regular reports on helpdesk performance metrics, user satisfaction, and operational efficiency for management review
  • Maintain comprehensive documentation of support processes, policies, SOP and best practices

Requirements:

  • Diploma or Bachelor's Degree in Information Technology, Computer Science, or related field.
  • Minimum 5 years of experience in IT support or helpdesk operations, including at least 2 years in a supervisory or team lead role.
  • Proven ability to lead and motivate a helpdesk team, ensuring high-quality service delivery and adherence to SLAs.
  • Strong understanding of IT support processes, ticketing systems, and remote troubleshooting tools.
  • Excellent problem-solving, communication, and customer service skills.
  • Ability to prioritize, manage escalations, and handle pressure in a fast-paced environment.
  • Willing to work on rotational shifts or after-hours support when required.

Job Type: Full-time

Pay: RM5, RM6,500.00 per month

Benefits:

  • Free parking
  • Professional development

Work Location: In person

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