Job Description

JOB SUMMARY

High-Level Support:

Deliver exceptional support services to university staff and students.

Documentation:

Create, maintain, and update procedural and technical documentation for customer service and application support.

Vendor Management:

Liaise and negotiate with vendors to ensure successful project implementation.

Performance Monitoring:

Ensure customer service standards are consistently met, with 99.5% of service tickets resolved within the agreed SLA.

Issue Resolution:

Proactively identify and resolve operational issues, recommending process improvements as needed.

Help Desk Management:

Lead and coordinate help desk operations, either directly or through team members.

Team Supervision:

Oversee IT technicians to achieve operational targets and maintain service levels.

Reporting:

Prepare and deliver weekly and monthly operational and project updates to the Assistant Manager, Customer Support, and IT Manager.

JOB REQUIREMENTS

Bachelor's degree in Information Technology or a related field from a recognized institution, with a minimum of three (3) years' experience in operational support. Candidates holding a Master's degree will also be considered. Strong commitment to delivering excellent customer service. Proven leadership experience in managing customer service teams, preferably in a help desk environment. Experience managing help desk systems and conducting training sessions. Proficiency in Microsoft-based desktop management tools, including WDS, MDT, and SCCM. Solid understanding of Microsoft environments and/or MSP experience, with expertise in Windows 10/11 and Windows Server. Ability to effectively manage budgetary responsibilities. Flexibility to work beyond standard office hours when required to support operational needs.
Job Type: Full-time

Pay: RM4,000.00 - RM6,000.00 per month

Work Location: In person