Puncak Tegap Hiring! Full Time Helpdesk Executive - IT Support - Operations in Federal Territory, Earn up to MYR 3,000 - Ricebowl

Base Location: Bangsar South, Kuala Lumpur
Temporary Work Location: Pejabat Tanah dan Galian (PTG) Kedah

The position will be permanently based at our Bangsar South office. However, the successful candidate will initially be required to work at PTG Kedah on a temporary basis until further notice. Candidates should be willing to relocate or travel to Kedah during this temporary assignment.

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. Any ad-hoc task assigned by Supervisor

Pay: From RM3,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion

Ability to commute/relocate:

• Bangsar South: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Customer support: 1 year (Preferred)

Work Location: In person