Job Summary:
We are looking for a dedicated and customer-focused Service Desk Agent to provide technical support and assistance to our organization's end-users. The Service Desk Agent will play a crucial role in resolving IT issues, answering inquiries, and delivering efficient and responsive support to ensure a smooth IT environment.
Key Responsibilities:
∙Provide courteous and timely technical support to end-users via phone, email, or chat,
assisting with IT-related issues, questions, and service requests.
∙Troubleshoot hardware and software problems, identify root causes, and work towards
effective solutions. Escalate complex issues to higher-level support as needed.
∙Create, document, and manage service desk tickets in a timely and organized manner,
ensuring accurate tracking and resolution of incidents.
∙Deliver exceptional customer service by actively listening to users' needs, addressing
concerns, and ensuring user satisfaction throughout the support process.
∙Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
∙Document issue resolutions, troubleshooting steps, and best practices for future reference
and knowledge sharing.
∙Provide remote desktop assistance when required, guiding users through problem-solving
steps and remote troubleshooting tools.
∙Assist with the setup, installation, and configuration of computer hardware, software
applications, and peripherals.
∙Assist users with password resets and account unlocks in accordance with security policies.
∙Promote and adhere to security policies, recognizing and reporting potential security
incidents.
∙Collaborate with other IT teams and specialists to escalate and resolve complex issues.
∙Stay up to date with technology trends, new software, and hardware to improve support
capabilities.
∙Ability to identify and isolate issues, as well as gather information.
∙Account Provisioning Skills: Must have experience with the Onboarding/Offboarding
process using Active Directory (AD).
∙Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and
email tracing.
∙Able to work with minimal supervision.
Qualifications:
∙High school diploma or equivalent required; associate's or bachelor's degree in a related field is a plus.
∙Minimum of 1-3 years of experience in a technical support or service desk role.
∙Strong communication skills, both verbal and written, with the ability to explain technical
concepts to non-technical users.
∙Proficiency in troubleshooting and problem-solving techniques for hardware and software
issues.
∙Familiarity with commonly used operating systems (e.g., Windows, macOS) and office
software.
∙Customer service-oriented mindset with a commitment to delivering high-quality support.
∙Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
∙Knowledge of remote support tools and remote desktop assistance is advantageous.
∙Familiarity with ticketing systems for incident management.
∙Basic understanding of IT security principles and best practices.
∙IT certifications such as CompTIA A+ or ITIL Foundation are a plus.
Job Type: Full-time
Pay: RM4,000.00 - RM5,000.00 per month
Schedule:
- Day shift
Application Deadline: 08/08/2025
Expected Start Date: 07/23/2025
