IT Service Desk Engineer

3 days ago

Subang Jaya Selangor, Malaysia Sunway Berhad Full time 30,000 - 60,000 per year

Sunway Technology is part of the Sunway Group, a well-diversified conglomerate. Sunway Technology encompasses a Group of IT companies, each with its specific competencies and focus. Together, the Group is recognised as the preferred end-to-end IT solutions provider.

Metacloud Sdn Bhd [ V)]

Job Responsibilities:

  • To provide technical and process assistance to end-users via phone, email, live-chat, and web-form.
  • To diagnose and troubleshoot end-users' problems with various IT tools.
  • To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level.
  • Log IT requisition/problems for end-users into Ticketing System.
  • Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
  • To provide the necessary hardware and software for service desk with support purposes.
  • To provide 1st line support on enquiry or issue related to Enterprise Applications to ensure operational problems are resolved promptly.
  • Follow up on outstanding requests and ensure timely resolution.
  • Log all help -desk interactions and activities.
  • Prepare activity reports and inform management of recurring problems.
  • Plan arrangements to call out field engineer to visit the users if they are unable to fix the problem.
  • Ensure all helpdesk tickets are closed within SLA set.
  • Performing any other IT related duties assigned.
  • Incident Management – to follow up with respective PIC until closure for all aging tickets.
  • Problem Management – to perform root cause analysis and to document workaround/resolution for recurring incident/major incident being the owner of the issues/tickets.

Requirements:

  • Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Computer Science / Information Technology.
  • Preferably at least 1 years of related working experience.
  • Fresh graduates are encouraged to apply.
  • Good communication skills in English, Bahasa Malaysia language for both spoken and written.
  • This is a one - year contract role.

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