Job Description

1-2 Year(s) of working experience in Technical & Helpdesk Support or in the related field.
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.
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 SLA.
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.
Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Training Provided
• Allowance Provided
• Performance Bonus
• 5 Working Days

Skills
Help Desk Support Customer Service
How to go to Aldan Technology Sdn Bhd by public transport?
Puchong
Nearby Public Transportation
All LRT BRT
LRT - IOI PUCHONG JAYA
0.7 km
BRT - SUNMED
1.7 km
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Skills Required