Supervisor, Service Desk (ICT)

Location: Pasir Gudang, Johor

Employment Type: Fixed-Term Contract (12months)

JOB PURPOSE

Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner.

JOB RESPONSIBILITIES

• Resolve hardware or service problems by clarifying the user's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepare log reports by collecting and analyzing user information.
• Manage large amounts of incoming calls.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Troubleshoot MMHE computer service and system whenever requires.
• Assist to attend urgent issues and closed them if manageable. Urgently expedite to proper units if requires.
• Attend AD/ID issues promptly.
• Create log tickets for users to be expedited to proper units promptly.
• Support to any ICT internal project or program.
• To complete the task given within the timeline.
• Support any MMHE event whenever requires.
• Provide technical support and facilities for the event if requires
• Monitoring and maintaining MMHE computer desktop/notebook.
• Ensure all MMHE ICT computer desktop/ notebook is in good condition.
• Assist to keep track of ICT assets.
• Update asset movement (IN and OUT)
• Ensure all the tickets issued was closed within SLA timeline.
• To attend user's log and close it within timeline.
• To ensure that user have good experience with ICT service support.
• To attend user's log and close it within timeline.
• Ensure adherence and fully complied to HSE requirements in related work.

REQUIREMENTS

• Diploma or Certificate in IT related course or equivalent.
• 1 – 3 years working experience (minimum 1 years in Information Technology)