IT Helpdesk

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia MICRO TECHNOLOGY SOLUTION SDN BHD Full time 35,000 - 50,000 per year

Job Responsibilities

  • Act as single point of contact for users for all IT Incidents and Service Request.
  • Dealing with incoming incidents in a professional, courteous manner over the phone and via email.
  • Taking ownership of incidents and managing them in a logical and methodical manner.
  • Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures.
  • Provide Level 1 support on desktops and standard applications.
  • Log, track, follow up, update and monitor issues logged into SDP (ticketing system).
  • Conducting full and thorough diagnostics with the end-users to for first call resolution.
  • Ensuring all tickets are progressed and resolved within SLA – escalating to other internal and external teams as appropriate.
  • Managing incidents through entire lifecycle from single point of contact until resolved.
  • Proactively keeping the end-users informed of the progression update.
  • Diagnosing and resolving incidents to the end-users satisfaction.
  • Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution.
  • To ensure all Incidents and Service Request raised via email are attended within 2 hours and calls within 15 minutes.
  • Trigger Incident Management Procedure as and when required.
  • Escalate the issues to other hardware/software vendors, if the issues are not supported by.
  • Liaising with authorized service provider on replacing faulty parts that are within warranty period.

Job Requirement

  • Candidate must possess at least Diploma/Bachelor Degree (Computer/Telecommunication) or equivalent.
  • Required language(s): Bahasa Malaysia/Mandarin, English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
  • At least 2 Year(s) of working experience in the related field is required for this position.
  • Preferably Junior Executive specialized in Technical & Helpdesk Support or equivalent.
  • Possess relevant knowledge in Microsoft Windows Operating System, candidate who possess POS and Retail knowledge will have an added advantage.
  • A team player with can do attitude.
  • Customer service oriented.
  • Possess ITIL Certification will have an added advantage.
  • Job locations at Menara Great Eastern Mall, Jalan Ampang, KL.

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