Job Scopes:
- Serve as the initial point of contact in the IT support call centre, promptly answering calls
- per the service level agreement, documenting user issues in the ticketing system, and addressing them.
- Provide regular updates to internal and external clients regarding the status of their IT support tickets.
- Offer technical assistance to both in-house and external clients
- Ensure timely and professional resolution of incidents and service requests.
- Diagnose and resolve fundamental technical issues involving hardware and software, with on-the-job training available for support.
- Record all telephone inquiries in the IT Service Management System, ensuring all problem are documented in the Service Desk software.
- Address client issues, manage workflow-related troubleshooting, and escalate significant hardware or software problems or defective items as needed.
- Follow established departmental policies and procedures.
- Maintain communication with customers about the progress of their tickets to set
- expectations and promote satisfaction.
- Handle manual administrative tasks such as importing CSV files, capturing screenshots,
- Your work includes compressed working hours over a 9-day fortnight, including weekend support shifts. Your manager will determine your working pattern.
- Engage in project work and other tasks as assigned.
Requirements:
- Diploma or Degree holder in Information Technology
- Outstanding customer service
- Excellent written and oral communication
- Familiar with Active Directory, DNS, file servers, domain servers, print servers and office 365.
- Familiarity with Atlassian tools (Jira, Confluence)
- Ability to work with a team and independently as required.
- Application and hardware troubleshooting.
- Good understanding of the ITIL Framework.
- Exposure to ITIL standards and processes.
- Familiarity with compliance against ISO 27001:2013 or HIPAA has added advantage
Job Type: Permanent
Pay: RM5,000.00 - RM8,000.00 per month
Benefits:
- Health insurance
- Professional development
Schedule:
- Afternoon shift
- Day shift
- Early shift
- Fixed shift
- Holidays
- Monday to Friday
- Rotational shift
Supplemental Pay:
- Performance bonus
Work Location: In person
Expected Start Date: 09/01/2025