Help Desk Support AnalystTimeless Resin Treasures • Kuala Lumpur, Kuala Lumpur, Malaysia
Help Desk Support Analyst
Timeless Resin Treasures • Kuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job descriptionHigher Certificate / Diploma in Information Technology, Information Systems, or relevant fields. Proficient in Mandarin and Cantonese. Solid knowledge (L0, preferably L1 with > Knowledge in Microsoft Windows Active Directory, Exchange Server Administration, and Data Center Operation is an advantage. Ability to handle multiple assignments in a dynamic environment. Willingness to work on rostered shift duties. Strong customer service skills, attention to detail, and result-oriented mindset; able to follow through tasks independently. Demonstrated high sense of responsibility and ownership. Good interpersonal and communication skills with strong command of English, Mandarin, and proficiency in MS Office applications; ITIL and Microsoft certifications are advantageous. Entry level Full-time Information Technology Artists and Writers
Responsibilities
- Perform daily operational tasks according to operation / system procedures.
- Conduct daily enquiry handling via calls and emails, perform system administration, troubleshooting, apply remediation to system problems and resolve user enquiries, and perform change and configuration management, etc.
- Ensure the service delivery to meet customer project needs and meet the corresponding service level agreement (SLA) by performing daily tasks.
- Assist the team lead in supervisory tasks such as handling escalated enquiries / complaints, managing the staff roster, giving guidance to ensure procedural compliance & maintenance, and demonstrating service delivery in person.
- Assist to develop and maintain operational / IT / contact centre procedures and performance statistics / reports.
- For hotline-related projects : perform daily enquiry handling via calls and emails, perform system / platform / App troubleshooting and resolve users’ enquiries according to operation procedures and FAQ.
- Experienced candidates may assist the team lead occasionally in supervisory duties, including managing the staff roster, handling escalations, and maintaining contact centre procedures and reports.
Requirements
2 years’ experience) in IT operations within fast-paced, enterprise environments (Managed Services support or Contact Centre preferred).
Seniority Level
Employment Type
Job Function
Industries
Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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Desk Support Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia
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