IT Helpdesk Executive

Qualifications & experience

• Possess at least Diploma in IT / Computer Science or equivalent.
• Have at least 2 years of working experience in the related field.
• Familiarity with computer hardware components and peripherals.
• Good communication skills, providing explanations clearly and precisely.
• Ability to work independently and prioritize tasks effectively.
• Possess own transportation.
• Upskill training will be provided.

Tasks & responsibilities

• Responsible for 1st level of Helpdesk (attend user complaint, troubleshooting, escalating to appropriate parties.
• Dealing with incoming incidents in a professional, courteous manner over the phone, WhatsApp and via e-mail.
• Respond to customers' inquiries and incidents reporting according to the Service Level Agreement (SLA).
• Diagnose and resolve hardware, software, and network issues.
• Monitor & responding calls/tickets with a sense of urgency and within SLA.
• Prepare monthly incident analyst reports.
• Ensuring all tickets are progressed and resolved within SLA - escalating to other internal and external teams as appropriate.
• Work 5 days a week with shift rotation (5AM - 2PM / 8.30AM - 5.30PM / 2PM - 11PM)