Job Description:

Provide first-level technical support and troubleshooting assistance for users encountering issues with the system.
Respond promptly to inquiries, incidents, and service requests related to the system via various communication channels such as email and chat.
Diagnose and resolve basic technical problems with the system, including login issues, navigation problems, and basic functionality inquiries.
Document all support interactions and reported issues accurately and comprehensively in the ticketing system or helpdesk software.
Escalate unresolved or complex issues to level 2 or level 3 support personnel or relevant technical teams for further investigation and resolution.
Follow established procedures and protocols for incident management, including proper escalation paths and service level agreements (SLAs) adherence.
Provide guidance and assistance to users on the system features, functionalities, and best practices.
Proactively monitor the performance and availability of the system, promptly reporting any abnormalities or service disruptions to appropriate stakeholders.
Stay updated on the system updates, changes, and enhancements to provide accurate and timely support to end-users.
Collaborate with other IT support teams and departments to ensure seamless integration and interoperability of the system with other organizational systems and processes.

Job Requirement:

Bachelor's degree in IT/Computer Science/Computer Studies
Minimum of 2 - 3 years of experience in related field
Proven work experience as a Service Desk Analyst, IT Helpdesk Support or similar role
Able to commute to the office.
Willingness to work shifts, including weekends and public holidays
Fast learner with a positive working attitude
Possess analytical and problem-solving mindset
Strong sense of urgency, time-management and able to work under pressure.
Good organization skills, with the ability to prioritize tasks accordingly, in a fast-paced changing environment.
Good documentation and communication skills.
Demonstrated ability to work independently, as well as within teams required.
Excellent customer service skills, with the ability to communicate technical information to non-technical users in a clear and concise manner and build strong relationships with users.
Proficient in English
Good understanding of computer hardware and software, networking, and office equipment.
Good knowledge of Microsoft products, e.g, Windows, Microsoft 365, Word, Excel, PowerPoint.
Knowledge in IT Service Management Tools such as ServiceNow

Behavioral Competencies:

Able to work under pressure with multiple tasks simultaneously
Self-learner and able to work in different environment
Display strong initiative, highly motivated, committed to the tasks assigned and can work independently
A result-oriented and good team player
Must be a trustworthy and responsible person with good integrity and accountability
Excellent analytical and problem-solving skills
Proficiency in tracking and following up tickets
Demonstrated commitment to being on time for work
Strong customer service focus and ability to interact with personnel at all levels in the organization via multichannel (Chat, Email, Tickets)
Ability and willingness to actively voice and share opinions and recommend improvements. A fix to process, fix the problem, continuous process improvement approach to work

Job Type: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM4,000.00 per month

Application question(s):

Education:

Experience:

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