Job Description

Key Responsibilities:

Technical Support:

Oversee the troubleshooting and resolution of complex technical issues, providing support for escalated tickets from Level 1 and 2 level Provide assistant to diagnose and troubleshoot technical problems, utilizing in-depth knowledge of systems and network from Level 1 and 2 Assists Senior Helpdesk Officer to verify logs from Windows, and text files when required Responsible for guaranteeing that incidents are reported by the Service Level Agreement (SLA) Verify escalate issues to the appropriate teams for resolution, including consultants and third parties from Level 1 and 2, following the proper process.
Ticket Management:

Manage and prioritize helpdesk tickets, ensuring Level 1 and 1.5 are addressed promptly and effectively Analyze ticket trends to identify recurring issues and develop strategies for long-term solutions Assist in monitoring pending tickets and issues, and notify the Helpdesk Executive, Senior Helpdesk Executive, or Supervisor for clarification when needed.
Documentation:

Prepare regular reports on helpdesk performance metrics, user satisfaction, and operational efficiency for management review Maintain comprehensive documentation of support processes, policies, SOP and best practices
Requirements:

Diploma or Bachelor's Degree in Information Technology, Computer Science, or related field. Minimum

5 years of experience in IT support or helpdesk operations

, including at least

2 years in a supervisory or team lead role

. Proven ability to

lead and motivate a helpdesk team

, ensuring high-quality service delivery and adherence to SLAs. Strong understanding of

IT support processes

, ticketing systems, and remote troubleshooting tools. Excellent

problem-solving, communication, and customer service skills

. Ability to prioritize, manage escalations, and handle pressure in a fast-paced environment. Willing to work on rotational shifts or after-hours support when required.
Job Type: Full-time

Pay: RM5,000.00 - RM6,500.00 per month

Benefits:

Free parking Professional development
Work Location: In person