Service Desk Support (24/7 Rotational Shift) - Exciting Challenge

Why Join Us?

• 13th month salary
• Medical, Dental and Optical benefits
• Free-flow snacks and drinks in office pantry
• Smart casual working attire
• Full Attendance Allowance & Weekend Support Allowance
• Free Parking [Pay & Claim]
• Young, vibrant and open work culture

Working Shifts (Included Weekend & Public Holiday): -

8am-5pm / 2pm-11pm / 11pm-8am

Work Locations: -

• Must be able to work in Ara Damansara (Nearby Lembah Subang LRT Station)

Job Overview: -

We are seeking a highly motivated and customer-focused individual to join our team as a Service Desk Support. The successful candidate will be responsible for providing technical assistance and support to our internal users, ensuring smooth and efficient operation of IT systems, software, and hardware

Job Responsibilities: -

• Provide customers with a first point of contact for all incidents, queries and requests over phone, email, and remote system.
• To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attended, resolved or assigned.
• Ensure all data (root cause and resolution) in the incident ticketing system (JIRA) are well maintained to be used as a knowledge base for storage/reporting/information.
• To monitor and maintain SLA, follow up outstanding tickets with customers or within internal support teams.
• Ensure all issues/problems/escalations are resolve in a timely manner.
• Record events and problems and their resolution in logs.
• Managing and compilation of all data and report. Ensuring all incidents, solutions and processes is accurately recorded.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvement on procedures.

Job Requirements: -

• Certificate/Diploma/Bachelor’s degree in Computer Science, or a related field is preferred.
• At least 1-2 years of experience with proven experience as service desk / helpdesk technician or relevant role. However Fresh Graduate with relevant experience/knowledge is welcome to apply.
• Familiar with service desk or helpdesk tools and systems.
• Familiar with ITSM (IT Service Management) processes and tools.
• Have experience with managing multiple user accounts.
• Have experience with ticketing systems for incident tracking and resolution.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications. Experience in Jira Cloud will be an advantages.
• Ability to communicate technical information to non-technical users in a clear and understandable manner.
• Ability to diagnose and resolve basic technical issues.
• Able to write, read and communicate fluently in English. Chinese is an added advantages.

Due to volume of applications, we regret that only shortlisted candidates will be notified.