IT Helpdesk (Fresh Graduate are encouraged to apply) - Energetic Workplace

ACR Tier 1 functions and responsibilities (not limited) 

• Perform log & route [to Tier 2 or Resolver Team(s)] 

• Server and network monitoring 

• SOC monitoring 

• Perform 1st level troubleshooting on EUC/Server/Network 

• Basic POS troubleshooting 

• Application troubleshooting 

• Event monitoring 

• Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling) 

• Record and manage all issues in Service Management System 

• Broadcast notification 

• Zscaler L1 troubleshooting and request fulfilment. 

• Password reset and unlock. 

• Provide timely status updates on issues escalated and to close tickets within service level agreement. 

• Ensure daily tasks are executed according to SOP (Standard Operation Procedure)

Technical Skills 

• O365 • MS Excel (Pivot, filter, graphs) 

• MS PowerPoint 

• MS Windows

 • Basic Desktop Troubleshooting & Resolution 

• Basic Network Troubleshooting & Resolution 

• BMC Remedy / ServiceNow 

• Cloud Telephony system Non-Technical Skills 

• Good communication skill 

• Good customer service skill 

• Knowledge of service quality skill 

• Knowledge of service level management 

• Multitasking skills • Ability to work in a team. 

• ITIL4 Foundation certified. Experience 

• Preferably at least 1 year IT support experience preferably in the IT service desk environment. 

Candidates who do not meet the experience required will still be considered if they can demonstrate proficient technical skills.

 Job Requirement / Qualification • University degree with good result in English