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Helpdesk Support

Helpdesk Support

Intelligence Netcare Sdn. Bhd.Subang Jaya, Selangor, Malaysia
17 jam yang lalu
Penerangan pekerjaan

Intelligence Netcare Sdn. Bhd. – Subang Jaya, Selangor

Diploma or Bachelor’s Degree in Information Technology, Computer Science, or related field.

Minimum 2 years of experience in IT Support or Helpdesk (NOC environment preferred).

Familiar with monitoring tools such as SolarWinds, Zabbix, Nagios, or PRTG.

Strong analytical and problem-solving skills.

Good verbal and written communication skills.

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

JOB RESPONSIBILITIES (HELPDESK SUPPORT)

  • Provide TM / SMKMM / User access via phone or email to the i-Netcare Helpdesk, available 5 days a week (8 hours per day).
  • Log and track issues in the i-Netcare system, gather and validate customer information, and enable rapid resolution.
  • Diagnose and resolve issues within scope or escalate to higher-level support teams when necessary.
  • Identify severity levels and provide basic troubleshooting before escalation.
  • Execute troubleshooting and resolution steps based on initial findings.
  • Follow the escalation procedure for unresolved issues.
  • Handle IT-related tasks as instructed by the immediate officer.

JOB SCOPE

  • Response Time : Level 1 (Critical Incident) : Response within 15 minutes of logging. Issues include major outages that impact service availability. Estimated resolution : 4–8 hours.
  • Response Time : Level 2 (Moderate Incident) : Response within 30 minutes of logging. Issues include partial service degradation. Estimated resolution : 8–24 hours.
  • Response Time : Level 3 (Minor Incident) : Response within 1 hour of logging. Issues include isolated service disruptions with low impact. Estimated resolution : up to 72 hours.
  • Hiring Location : USJ 1

    Expected Joining Month : Mid of October / November

    Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .

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