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IT Desktop Support Officer

IT Desktop Support Officer

Axiom TechnologiesMalaysia, Puchong, Selangor
30+ days ago
Job description

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite / on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

IT Skills and Experience

  • Provide first-line support to Internal Customers for service desk issues, including without limitation, fulfilling hardware and software support requests via phone, chat, email, or online tickets.
  • Work to resolve Internal Customer service desk issues by providing necessary services, troubleshooting, fixes, workarounds, training and advice.
  • Escalate more complex Service desk issues to the relevant Siemens IT team / technician within prescribed time limits.
  • Manage Service desk requests from receipt of the support request through fulfillment / problem resolution, or escalation.
  • Log all Internal Customer interactions in the ticket system.
  • Document incident resolutions and knowledge for reuse by Internal
  • Customers and IT support personnel.
  • Comply with all of IT Service Management processes and best practices.
  • Participate as requested in appropriate IT releases by testing the usability of such releases from an Internal Customer’s perspective.
  • Drive continuous improvement in IT request and support processes.
  • Work on additional projects as requested and pre-approved by the team lead or manager.
  • o Be flexible to work any shift or overtime as requested.
  • Monitor physical data center environment
  • Familiar with fire suppression systems, and water detection.
  • Escalate issues as required.
  • Provide first-line support to Internal Customers for service desk issues, including

without limitation, fulfilling hardware and software support requests via phone,

chat, email, or online tickets.

  • Work to resolve Internal Customer service desk issues by providing necessary

    • services, troubleshooting, fixes, workarounds, training, and advice.

  • Escalate more complex Service desk issues to the relevant Siemens IT

    • team / technician within prescribed time limits.

  • Manage Service desk requests from receipt of the support request through

    • fulfillment / problem resolution, or escalation.

  • Log all Internal Customer interactions in the ticket system.
  • Document incident resolutions and knowledge for reuse by Internal Customers

    • and IT support personnel.

    Skills and Abilities Required :

  • Strong Customer Service skills
  • Strong Verbal and Written communication skills
  • Strong troubleshooting skills
  • Strong and fast Key-boarding skills
  • Should have a strong understanding of basic computer hardware, software and

    • networking systems, and be able to explain them in a clear, concise manner.

  • Strong analytical and problem-solving capabilities

    • Education and Experience Requirement :

  • Strong Working knowledge of current Microsoft based operating systems
  • Strong Working knowledge of multiple browsers (IE, Chrome, Firefox)
  • Previous Help Desk / Service Desk experience preferred
  • Knowledge, training or experience with Unix or Mac desirable
  • Knowledge of emerging tools, techniques and technologies
  • Experience or training with using and troubleshooting Microsoft Office and Office

    • 365 with emphasis on Teams, Outlook, MS Word, MS Excel and MS PowerPoint

  • Knowledge of Antivirus software, PKI, data security and data encryption

    • desirable

  • Experience or training with set-up and troubleshooting of remote connectivity
  • Basic understanding of PC hardware set-up and configuration, MCP, CompTIA,

    • A+ and / or network+ certification would be desirable

  • Microsoft SharePoint knowledge – desirable
  • Previous Service Desk or Network operations experience preferred
  • Working basic knowledge of Networks and troubleshooting network connection

    • issues.

  • Account management, Active Directory knowledge (add, change) – preferred

    • Basic knowledge of :

  • Active Directory
  • Exchange
  • Apple OS
  • SCCM

    • Experience in a similar role

  • 3+ years of relevant experience

    • What next?

    If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to @

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    It Support • Malaysia, Puchong, Selangor