Job Description

Description

We are seeking for5 dedicated and enthusiastic IT Helpdesk L1 professionals to join our dynamic team on fixed term contract. As a first line of support, you will be instrumental in providing top-notch technical assistance to our clients and employees. This role is perfect for someone who has a passion for technology and a commitment to customer service. Your day-to-day activities will involve troubleshooting hardware and software issues, responding to user inquiries, and resolving technical problems in a timely manner. You will collaborate closely with other IT professionals to escalate complex issues when necessary, ensuring that all end-users experience minimal disruption to their workflow. This position offers abundant opportunities for growth and advancement in the ever-evolving IT sector. We value a positive attitude and a willingness to learn, as well as the ability to communicate effectively with both technical and non-technical personnel. If you are looking to kick-start your career in IT and enjoy helping others, we want to hear from you!

Responsibilities

Provide first-level technical support and assistance to users via phone, email, or in-person. Diagnose and resolve hardware and software issues for desktops, laptops, printers, and mobile devices. Document all support requests and resolutions in our ticketing system to maintain a log for future reference. Install and configure software applications and updates as needed to ensure proper functionality. Assist users with account setup, login issues, and application troubleshooting. Educate users on best practices for IT security and data protection to ensure compliant usage of company resources. Collaborate with the IT team to identify recurring technical issues and suggest improvements to processes.
Requirements

Proven experience in service desk operations and hands-on support for in-house applications (e.g., SAP, ERP systems). Ability to understand the business context behind applications, enabling accurate judgment and troubleshooting of user issues. Skill in connecting technical problems with business scenarios to ensure solutions align with user workflow needs. Strong communication skills to effectively interact with users, clarify requirements, and provide updates. Excellent problem-solving skills and the ability to troubleshoot technical issues effectively. Exceptional communication skills, both verbal and written, to interact with users of varying technical levels. Ability to work well under pressure and manage multiple tasks in a fast-paced environment. Familiarity with remote desktop support tools and ticketing systems is a plus. A positive attitude and a willingness to learn new technologies and processes. Requires 1 to <3 years of service desk experience. Moderately familiar with all business routing rules, special process attention points, major incident criteria and procedures. Knowledgeable of KB content and can resolve most issues without consulting documentation. Daily ticket volume >20 but <30, FCR rate ?25% but <40%. Certifications like CompTIA A+, ITIL V4, CCNA/ CCNP, or Microsoft MCSE / MCP are highly valued. Only Local candidates or Candidates who are authorized to work full time legally with Valid visa / Work permit which has validity more than six months.
Location: Bangsar South City, Jalan Kerinchi, 59200 Kuala Lumpur

Shift Timing: 24 X 7 Rotational.

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM3,000.00 - RM4,500.00 per month

Benefits:

Flexible schedule Opportunities for promotion Professional development
Application Question(s):

Are you able to join immediately if selected or do you have do serve a notice period at your current job? Please let us know your preferred gross monthly salary package for the project?
Experience:

Help desk: 1 year (Required)
Language:

Mandarin (Preferred) English (Required)
Work Location: In person