Responsibilities:
- Providing support and advice on IT related issues to diverse, ensuring the best use of enterprise IT systems, and influencing changes to working practices when needed.
- Monitor and respond appropriately to customer contacts via calls, emails, chats, events, and self-service within acceptable response times.
- Identifying and appropriately responding to high priority incidents within the time limit agreed and follow the appropriate escalation steps to the correct resolver teams.
- Technical support experience covering PC and laptop hardware, software installation, and configuration of computer and mobile operating systems. (Windows 11, 10 and Mac OS)
- Good understanding of the ITIL framework, especially the incident management process.
- Familiar with IT Security concepts, threats, and vulnerabilities, including access controls and identity management.
- Proficiency in using and supporting standard corporate software, including Office365, Dropbox for Business or similar cloud storage applications, Antivirus, Service-Now and Active Directory.
- Good people skills and customer service skills - both virtually and in-person.
- Personal leadership and discipline
Location:
Applicants must be willing to work in Plaza Sentral, Kuala Lumpur.
willing to work in a 24/7 shift environment.
willing to support multiple accounts.
Education:
A bachelor's degree or Professional Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
Industry certifications is an added advantage ITIL, Security, Network, Desktop and Cloud Computing et cetera.
Experiences:
At least 3 years of working experience in the related field is essential for this position, preferably in a technical Service Desk role or equivalent.
