Helpdesk Analyst

Job Summary:
The Helpdesk Analyst L1 provides first-level technical support for Zoom and Box products, handling customer inquiries and basic troubleshooting, while escalating complex issues to higher-level support.

Responsibilities:

• Provide first-level support for Zoom and Box products.
• Respond to customer inquiries via phone, email, and chat.
• Troubleshoot basic issues related to Zoom meetings and Box file storage.
• Escalate unresolved issues to L2/L3 support.
• Maintain records of customer interactions and update the support ticketing system.
• Document common solutions and update knowledge base articles.
• Collaborate with higher-level teams for timely resolution.
• Stay current on product updates and best practices through meetings and training.

Requirements:

• Degree in IT or related field (preferred).
• 1-2 years of helpdesk/technical support experience.
• Familiarity with Zoom and Box is a plus.
• Strong troubleshooting, communication, and customer service skills.
• Bilingual in Japanese and English.
• Basic knowledge of networking and operating systems.
• Ability to multitask in a fast-paced environment.

Preferred Certifications:

• CompTIA A+
• Microsoft Certified: Fundamentals
• Zoom Certified Integrator

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM5,000.00 - RM6,000.00 per month

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• IT Support: 2 years (Preferred)