Job Description

:

We are looking for a dedicated and proactive IT Support Technician to join

as IT Service Desk Analyst.

This role requires rotational 16 5 support operations with Work from Office and candidate will be the first point of contact for end-user's issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

Certification:

An

ITIL certification

is desirable. Mandatory - Mandarin Language Certification : HSK Level 8 (score of 270+) and BCTL Advanced Level

Roles and Responsibilities

Serve as the initial point of contact for technical support requests via phone, email, and support tickets. Collaborate with team peers to provide best-in-class customer service for aligned task. Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems. Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures. Should have a basic understanding of Major Incident Management (MIM). Experience with tools like ServiceNow, Genesys, Beyond Trust (Bomgar) Diagnoses and resolves advanced IT related issues-Software's, O365 and Windows operating systems. Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge. Setup / Diagnoses and resolve MTR / AV related issue. Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates. Monitor service desk queues and prioritize requests based on urgency and impact. Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices. Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates. Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems. Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards. Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology. Candidate should be an effective team player with a keen eye on Continuous Improvements. Makes recommendations for updates to the KB database.
Job Type: Full-time

Pay: RM1,697.67 - RM6,845.14 per month

Work Location: In person