Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Transform tickets created by E-Mail or Fax into the Ticket system.

Follow up on processing status (e. g. Engineer Time of Arrival)

Identified and escalated priority issues per client specifications ...

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

Must have minimum 1-3 years of working experience in windows system administration (Active Directory/Exchange/MS Office 365/Azure AD)

Must have experience in IT Hardware and software installation

Experience in handling ServiceDesk requests. ...

Must have experience in IT Hardware and software installation

Experience in handling ServiceDesk requests.

Excellent written and verbal communications skills

Troubleshoot and resolve first-layer technical issues independently or escalate to appropriate teams when necessary.

Prioritize support cases based on urgency and impact, ensuring adherence to SLAs.

Follow established processes and procedures for handling support cases, ensuring compliance with company standards and SLAs. ...

Working Day : Mon – Fri

Working Hours : 9am – 6pm

Job Scope ...

Escalate unresolved queries to the next level of support

Walk customers through problem solving process

Ensure customer enquiries are followed up promptly ...

Escalate unresolved queries to the next level of support

Walk customers through problem solving process

Ensure customer enquiries are followed up promptly ...

Incident Management and Resolution: Oversee the handling of IT-related incidents and service requests logged by internal users. Ensure timely and accurate diagnosis, troubleshooting, and resolution of technical issues. Escalate complex or high-priority incidents to appropriate IT teams or vendors for resolution.

Customer Service and Satisfaction: Promote a customer-centric culture within the helpdesk team, emphasizing responsiveness, empathy, and professionalism. Monitor customer satisfaction levels and feedback to identify areas for improvement and implement corrective actions. Provide regular communication and updates to internal users regarding the status of their tickets and resolution progress.

Continuous Improvement and Best Practices: Evaluate helpdesk performance metrics and trends to identify opportunities for process improvement and efficiency gains. Implement best practices and standards for incident management, problem resolution, and customer support. Stay abreast of industry trends and emerging technologies in helpdesk management and IT service delivery. ...

Helpdesk Setup and Configuration:

Design, implement, and configure an ICT helpdesk system to support internal users, including ticketing software, knowledge base, and communication channels.

Collaborate with IT teams to integrate helpdesk tools with existing systems and infrastructure. ...

Key Responsibilities:

Helpdesk Setup and Configuration:

Design, implement, and configure an ICT helpdesk system to support internal users, including ticketing software, knowledge base, and communication channels. ...

Perform L1 investigation for problem report and provide resolution.

cRoute to L2 or other parties for issues that cannot be resolved by L1.

Coordinate with L2 and other teams for resolution. ...

2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded. ...

Job Requirements

ITE/ Diploma in IT/ Engineering or any related field

Recent diploma graduates with good internship experience will be considered too ...

Perform 1st level trouble-shooting on desktop and basic systems/network issues.

Escalate requests/issues to the appropriate resolver group according to SLA.

Provide timely status update to customers on issues escalated and to follow up tickets till closure within SLA. ...

Perform 1st level and 2nd level troubleshooting to customer technical support queries received via email and phone calls.

Implement, deploy and support telecommunication hardware, software and solutions to world-class organizations.

Perform configuration, installation, troubleshooting maintenance of hardware and software related to: WAN and LAN equipment, physical and virtual servers, VOIP, SIP, SAN and other network equipment. ...

: RM 2,700 – RM 3,400 + Allowances

Location

: PJ Trade Centre, Damansara Perdana ...

Perform L1 investigation for problem report and provide resolution.

Route to L2 or other parties for issues that cannot be resolved by L1.

Coordinate with L2 and other teams for resolution. ...

- Diagnosing issues with computer software, peripherals, and hardware.

- Running software diagnostic tools and physically inspecting hardware systems.

- Talking to clients through basic problem-solving processes. ...