Mindpec Solutions Hiring! Full Time IT Service desk in Federal Territory, Earn up to MYR 5,000 - Ricebowl

Role: Associate Technical Support (IT Service desk)

Employer: IT BPO

Working Mode: On Site

Working Hours: Shifts: 24/7 rotational shifts

Job Type: 1 year, Contract (Renewable) (On-site)

Job Location: Jalan Kia Peng, Kuala Lumpur City Centre

Criteria: Bachelor’s degree (MUST) and minimum 1 year experience in IT Service desk/Technical Support

Primary Work Environment

This position serves as a single point of contact for support. Analysts can expect to spend their time answering support calls via an ACD system or monitoring and handling our task and incident queues. This position requires frequent interaction with Service Desk teammates globally, as well as Level 3 Support, Asset Management, Software Delivery teams and other IT groups and management.

Responsibilities

• Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.
• Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
• Provide information to end users regarding the status of their incidents or requests.
• Troubleshoot PC hardware and software problems; perform software installations and upgrades.
• Provide first line support for Internet browser issues, printer issues, applications and basic network issues.
• Research, resolve, and respond to questions received in accordance with set policies and procedures.
• Continuously develop communication skills and problem-solving techniques; create more efficient support methods.
• Assist in the population and maintenance of the knowledgebase.
• Attempt proactive resolution of end user and IT support issues to maintain a high level of visibility within the end user community.
• Participate in team projects that enhance quality of service and promote technical and career growth.
• Coordinate incident resolution and service request completion with various workgroups.
• Identify trends in support issues when possible and create problem tickets.
• Communicate with end users to gain agreement on resolution and close tickets accordingly.
• Provide Level 1 IT support services with a focus on resolving incidents and service requests at first contact whenever possible.
• Escalate unresolved issues to Level 2 or Level 3 resolver groups in accordance with the defined support and escalation matrix.
• Handle standard service request fulfillment and deliver dedicated Executive Support Services for users in the offices of the Chairman, President, Executive Vice Presidents (EVPs), and Vice Presidents (VPs).

The ideal candidate will have knowledge in and familiarity with the following operating systems, software applications, browsers, and technologies:

• Microsoft Windows 10 / 11
• Office 365 applications including Teams, OneDrive, Outlook, and OneNote
• Microsoft Internet Explorer and Edge, Google Chrome, and Safari
• Adobe Acrobat, Foxit Reader, or other PDF applications
• ServiceNow
• iOS/Android devices
• System Center Configuration Manager (SCCM)

Job Types: Full-time, Contract

Pay: RM3,000.00 - RM5,000.00 per month

Benefits:

• Health insurance

Education:

• Bachelor's (Preferred)

Experience:

• IT Service desk: 1 year (Preferred)
• Microsoft Windows 10 / 11: 1 year (Preferred)
• Office 365 : 1 year (Preferred)
• • System Center Configuration Manager (SCCM): 1 year (Preferred)

Work Location: In person