Service Desk It
Cyberjaya, Malaysia
Job Description
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- 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.
- Initial response to incident reported by user.
- Basic assessment of the request or incident.
- Categorize priority and category of the request or incident.
- 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.
- \xc2\xb7Next level escalation to resolve issues if not possible within the time frame defined in the SLO.
- \xc2\xb7Manage user accounts using applications running on Windows/Linux to create/reset ID/password, migrate accounts, web page, DNS.
- Product support:
- Microsoft user windows 10 & 11.
- Microsoft server windows 2018 and latest.
- Linux operating system.
- Microsoft Office 365 (Office applications, Email exchange, SharePoint, Azure AD, etc)
- Work hours: Monday to Friday (exclude Public Holiday) 9am-6pm or 10am-7pm
- Cyberjaya: Reliably commute or planning to relocate before starting work (Required)
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Job Detail
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Job IdJD930905
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCyberjaya, Malaysia
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EducationNot mentioned