Job Description

• Candidate must possess at least Diploma/Bachelor Degree (Computer/Telecommunication) or equivalent.
• Required language(s): Bahasa Malaysia/Mandarin, English.
• 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.

How to ApplyInterested candidates should submit their resume and a cover letter detailing their qualifications and experience to Please include "IT Helpdesk Application" in the subject line.Responsibilities

• Act as -One- 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 -One- 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.

Benefits

• Nearby Public Transportation
• OT Entitled

Additional Benefits

• Near to Public Transport
• Overtime Pay

SkillsCommunication Problem SolvingImportant InformationNever provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report This Job ad.

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