IT HELPDESK

Job Description Summary

This is an entry level administrative role that supports the smooth operation of the service desk function. This role involves tasks such as coordinating service requests, assisting the client service desk team, and maintaining documentation and records to support efficient incident resolution and service delivery.

Key Responsibilities:

• Provides an administrative support service to the Managed Services Client Service Desk team.
• Provides entry level administrative tasks as required by the team.
• May be responsible for receiving, validating, and logging client requests, capturing the detail of the request.
• Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.
• Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests.
• Ensures all relevant documents related to the tickets / requests are maintained, including the client’s information.
• Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf.
• Performs any other related task as required.

Knowledge and Attributes:

• Ambitious self-starter with ability to work under general direction.
• Ability to use sound judgment to escalate an issue to a higher level.
• Demonstrates ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Good attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster as required

Academic Qualifications and Certifications:

• High School Certification

Requirements:

• Able to speak fluent Cantonese with clients from Hong Kong
• Fresh graduates are encouraged to apply
• Able to work in Cyberjaya (On-site)

Working Arrangement:

Work for 2 days and 2 days off – i.e. Monday & Tuesday - work, Wednesday & Thursday – off, Friday & Saturday – work, Sunday & Monday – work

Working Time: 7am to 7pm or 7pm to 7am

Job Types: Full-time, Fresh graduate

Pay: RM2,500.00 - RM3,000.00 per month

Benefits:

• Dental insurance
• Health insurance

Schedule:

• Rotational shift

Supplemental Pay:

• Performance bonus