jobs in Hiredly X

全职 IT Service Desk Specialist 工作, 薪水 up to MYR 5,000, Hiredly X WP Kuala Lumpur 公司招聘中 - Ricebowl

IT Service Desk Specialist

Hiredly X

全职

KL City, WP Kuala Lumpur

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工作地点

  • Kuala Lumpur WP Kuala Lumpur Malaysia

职位描述

任职资格

  • Proficient in spoken and written English for daily business communication; previous experience in an IT Service Center or Shared Service Center is highly preferred.
  • Diploma or Bachelor's degree in IT, Computer Science, or a related discipline.
  • Minimum of two (2) years of experience in IT Support, Service Desk, Help Desk, or Network Operations Center (NOC) environments.
  • Solid knowledge of computer hardware, operating systems, Microsoft 365, networking fundamentals, and the ability to mentor Level 1 support engineers in resolving common technical issues.
  • Hands-on experience installing, configuring, administering, and troubleshooting Windows, Microsoft Office, macOS, and end-user devices.
  • Advanced proficiency in Microsoft Office applications and troubleshooting. Experience with automation or scripting using PowerShell and/or Python is preferred.
  • Experience deploying, administering, and troubleshooting enterprise VoIP telephone systems.
  • Experience in FinTech, financial services, or other highly regulated industries is preferred.
  • Excellent interpersonal, communication, customer service, and teamwork skills, with the ability to work effectively in a multicultural and fast-paced environment.

岗位职责

  • Support the management of the IT Service Desk to ensure standardized, efficient, and high-quality IT support services for internal customers.
  • Respond promptly to system alerts, incidents, and service requests, coordinating timely escalation and resolution to achieve complete incident closure.
  • Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, and mobile devices.
  • Administer and maintain Active Directory, Microsoft 365, VPN services, and endpoint security policies.
  • Prepare and report key operational metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and service performance.
  • Log, prioritize, track, and resolve IT requests through the ticketing system while ensuring compliance with established Service Level Agreements (SLAs).
  • Collaborate closely with Desktop Support, Infrastructure, Network, and Information Security teams to provide regional and global end-user support.
  • Continuously improve IT service delivery processes, maintain a centralized IT support portal, enhance user experience, and create and maintain IT operational documentation and knowledge base articles.
  • Manage user accounts, access permissions, and identity lifecycle while ensuring system security and data confidentiality.

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