Intern - IT Service Desk

4 hours ago

Cyberjaya, Selangor, Malaysia Hitachi Sunway Information Systems Sdn Bhd Full time 30,000 - 60,000 per year

Manning the service desk and performing the services to all CSI customers by being the first point of contact with customers; responsible for providing initial support via telephone, email or other means of contact, and to provide status updates on incidents or requests.

Provide initial response to user request by email or on other approved communication.

Creation of ticket to log the request.

a Initial response to incident reported by user.

b Basic assessment of the request or incident.

c Categorize priority and category of the request or incident.

d Provide support to users within agreed SLA by:

Perform tasks requested by user.

Perform troubleshoot over the phone, email or approved media.

Perform remote troubleshoot using remote desktop access tool.

Escalate to level 2 or onsite engineer to troubleshoot or resolution if the remote troubleshoot not successful.

Escalate to appropriate department or authorized personnel required to resolve the user request or incident.

Track outstanding calls & work orders.

Contact users informing them of request progress and escalations.

Next level escalation to resolve issues if not possible within the time frame defined in the SLO.

Manage user accounts using applications running on Windows/Linux to create/reset ID/password, migrate accounts, web page, DNS.

Monitoring Support.

i.      Monitor Network & System Health. Continuously observe network infrastructure, servers, and critical systems for performance, availability, and faults using monitoring tools.

ii.      Incident Detection & Escalation. Detect alerts, service outages, and anomalies in real time; perform first-level troubleshooting and escalate to relevant support teams if needed.

iii.      Respond to Alerts & Notifications. Acknowledge and act upon system alerts or notifications promptly, ensuring minimal downtime and service impact.

Product support:

i.      Microsoft user windows 10 & 11.

ii.      Microsoft server windows 2018 and latest.

iii.      Linux operating system.

iv.      Microsoft Office 365 (Office applications, Email exchange, SharePoint, Azure AD, etc)

v.      Work hours: Monday to Friday (exclude Public Holiday) 9am-6pm or 10am-7pm.

Assist in any other ad-hoc task assigned by your superior or management.

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