IT Helpdesk - Cyberjaya #OHW28#

Company Overview:

Founded in 1948, our client is an agency that connects nations, partners and people to promote health, keep the world safe and serve the vulnerable – so everyone, everywhere can attain the highest level of health. Our client leads global efforts to expand universal health coverage. They direct and coordinate the world’s response to health emergencies, promote healthier lives – from pregnancy care through old age. Their Triple Billion targets outline an ambitious plan for the world to achieve good health for all using science-based policies and programmes.

Job Description:

• Recommend an appropriate course of action to resolve tickets or escalate accordingly.
• Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
• Act as first point of contact via phone/email/chat or walk-in support for end users in the organization, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
• Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
• Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
• Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.

Requirements / Qualifications:

• Minimum 4 years of relevant working experience including providing end-user support in a corporate environment with completion of secondary school.
• 2-3 years of relevant working experience with a relevant first level University Degree.
• Experienced in IT Helpdesk or relevant experience.
• ITIL Certificate (added advantage)

Benefits:

• OT Allowance
• Shift Allowance
• Medical Insurance Coverage