SL Information Hiring! Full Time Helpdesk Consultant (ERP) in Selangor - Ricebowl

A. Helpdesk Management

•        Serve as the first point of contact between customers and the company.

•        In charge of responding to inquiries and resolving between hardware or software with the user issues in a fast and professional way following with the standard help desk procedures.

•        Track, route, log and redirect problems to correct resources.

•        Responsible for the requests for application or technical issues assistance in person, via phone, chat or email.

•        Walk customers through problem solving process.

•        To identify and escalate situations requiring urgent attention.

•        To ensure in getting the complete agreement from customer, before the update of customer data.

•        To inform superior and/or management of recurring problems.

B. Training & Support

•        To update training manuals for new and revised software and hardware.

•        Update customer data and prepare activity reports accurately.

C. General

•        Serve as mentor to the juniors.

•        Perform any other duties as directed by superior or management.

4. Requirements

Education

•        Bachelor's Degree, Post-Graduate Diploma, or Professional Degree in Computer Science, Information Technology, or equivalent.

•        Fresh graduates are encouraged to apply.

Experience

•        At least 4 years of working experience in a helpdesk, technical support, or related role is preferred.

•        Related experience and training in troubleshooting and helpdesk support is an advantage.

Skills

•        Strong technical background with knowledge of ERP or business application systems.

•        Excellent analytical and troubleshooting skills for hardware and software issues.

•        Familiarity with helpdesk ticketing systems and standard support workflows.

•        Proficiency in Microsoft Office applications.

Behavioural Competencies

•        Strong customer service orientation; patient, empathetic, and solution focused.

•        Ability to work effectively under pressure and manage multiple support requests simultaneously.

•        Good communication and interpersonal skills; able to explain technical issues clearly to non-technical users.

•        Detail-oriented and accurate in logging, tracking, and reporting support activities.

•        Self-motivated and reliable; committed to delivering timely and high-quality support.