IT Helpdesk

  • Act as single point of contact for users for all IT Incidents and Service Request.
  • Dealing with incoming incidents in a professional, courteous manner over the phone and via email.
  • Taking ownership of incidents and managing them in a logical and methodical manner.
  • Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with others team.
  • Provide Level 1 support on desktops and standard applications.
  • Troubleshoot and resolve application issues, maintain, and update technical support documentation.
  • Handle asset management, maintain inventory and liaise with vendors
  • Manage IT infrastructure, system monitoring and reports
  • Log, track, follow up, update, and monitor issues logged into ticketing system.
  • Conducting full and thorough diagnostics with the end-users to for first call resolution.
  • Ensuring all tickets are progressed and resolved within SLA escalating to other internal and external teams as appropriate.
  • Managing incidents through entire lifecycle from single point of contact until resolved.
  • Proactively keeping the end-users informed of the progression update.
  • Diagnosing and resolving incidents to the end-user’s satisfaction.
  • Escalate and follow up Incidents and Service Request raised Level 2 or Level 3 if they are unable to resolve via first call resolution.
  • To ensure all Incidents and Service Request raised via email are attended within 4 hours.
  • Trigger Incident Management Procedure as and when required. · Escalate the issues to other hardware/software vendors, if the issues require more technical skills and/or specialized tool
  • Liaising with authorized service provider on replacing faulty parts that are within warranty period.

Job Requirement:

  • Candidate should possess at least Diploma (Computer/Telecommunication) or equivalent.
  • Required language(s): Bahasa Malaysia and English (a MUST – in both speaking and writing)
  • At least 1 Year(s) of working experience in the related field is required for this position.
  • Preferably Junior Executive specialized in Technical & Helpdesk Support or equivalent.
  • Possess relevant knowledge in Microsoft Windows Operating System and Microsoft Office 365.
  • Experience /Knowledge with one of more of the following: Active Directory, Security Endpoint/Intune, SharePoint will have added advantage
  • Experience with networks (LAN, WLAN, WAN) will have added advantage A team player with can do attitude.
  • Customer service oriented.
  • Immediately start in are preferred.

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Minconsult Sdn Bhd

Minconsult Sdn Bhd