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IT Helpdesk
MICRO TECHNOLOGY SOLUTION SDN. BHD.
Information and communication
Sungai Besi,
Kuala Lumpur
Contract
MYR 2,500.00 - MYR 3,400.00
JOB DESCRIPTION
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 team procedures.
Provide Level 1 support on desktops and standard applications.
Log, track, follow up, update and monitor issues logged into SDP (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-users satisfaction.
Escalate and follow up Incidents and Service Request raised via SDP to 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 2 hours and calls within 15 minutes.
Trigger Incident Management Procedure as and when required.
Escalate the issues to other hardware/software vendors, if the issues are not supported by.
Liaising with authorized service provider on replacing faulty parts that are within warranty period.
JOB REQUIREMENT
Candidate must possess at least Diploma (Computer/Telecommunication) or equivalent.
Required language(s): Bahasa Malaysia/Mandarin, English.
At least 2 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, candidate who possess POS and Retail knowledge will have an added advantage.
A team player with can do attitude.
Customer service oriented.
MICRO TECHNOLOGY SOLUTION SDN. BHD.
2nd Floor, No.1-2, Jalan Tasik Utama 4, Sungai Besi, Sungai Besi, Kuala Lumpur
http://www.mtsm.com.my/
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MICRO TECHNOLOGY SOLUTION SDN. BHD.