Desktop Support Engineer

• Serve as the first point of contact for customers seeking technical assistance over the phone, ITSM ticketing platform and walk-ins.
• Assessing end-user’s needs and recommend technical solutions such as patches, upgrades, or enhancements.
• Ensure user queries are accurately captured, validated, and triaged for further processing.
• Walk the customer through the problem-solving process.
• Provide accurate information on IT products or services to end-users.
• Record all events and problems and their resolution in ITSM platform logs.
• Ensure all IT inventory assets are recorded and up to date.
• Interact with SME to troubleshoot and resolve complex problem.
• Carry out ad-hoc tasks, IT assignments, or projects as assigned.
• Ability to adapt quickly to dynamic team environment to maintain consistent and effective contribution.
• Adheres to Change Management Processes and Procedures.

Requirements:

• Candidate must possess Bachelor’s Degree, Diploma, Higher Diploma in Information Technology or Computer Science or any other equivalent qualification.
• Minimum of 3 years of experience in IT helpdesk and end-user support.
• Proficiency in English/Malay with good communication and writing skills.
• Good working knowledge of Office 365, Active Directory, Manufacturing Operation applications and Operating Systems including Windows 10/11.
• Must be able to systematically gather information, diagnose and resolve hardware, software, mobile devices and other tech product’s issues within SLAs.
• Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and end-users.
• Advanced collaboration, communication, organizational and time management skills.
• A strong customer focus person with the ability to prioritise workload.
• Self-motivated, proactive, resourceful, and able to work independently with minimum supervision.
• Candidates must be willing to work in Kulim, Kedah