Puncak Tegap Hiring! Full Time Helpdesk Executive - IT Support - Operations in Selangor, Earn up to MYR 2,500 - Ricebowl

Job Responsibility :

1. Incident Logging & Routing

- Act as the first point of contact for all users experiencing application-related incident.

- Receive incident via various channels: helpdesk portal, email, phone calls, or in-person

- Log incidents into the helpdesk system with clear and complete information: user details, issue description, steps to reproduce, timestamps, and severity.

- Identify potential high-impact issues and flag them for urgent escalation.

2. Initial Troubleshooting (Level 1 Support)

- Resolve known issues using existing SOPs, knowledge base, or troubleshooting scripts.

- Perform basic system or service availability checks to confirm incident validity before escalation.

- Recommend updates to the knowledge base based on recurring queries.

3. Escalation & Coordination

- Route unresolved tickets to the appropriate 2nd Level Support teams.

- Ensure tickets are assigned with full context and supporting information.

- Track escalated tickets through to resolution, ensuring user updates and timely.

4. SLA Monitoring & Aging Tickets

- Continuously monitor open tickets against SLA thresholds (first response and resolution time).

- Raise internal alerts or reminders for tickets nearing SLA breach.

- Identify tickets open beyond defined thresholds.

- Escalate aging tickets with justifications from resolver teams and communicate status to users.

5. Ad-hoc task from superior

Pay: From RM2,500.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person