IT Intern - Service Desk

• Manning the service desk and performing the services to all CSI customers by being the first point of contact with customers; responsible for providing initial support via telephone, email or other means of contact, and to provide status updates on incidents or requests.
• Provide initial response to user request by email or on other approved communication. Creation of ticket to log the request.
• Initial response to incident reported by user. Basic assessment of the request or incident.
• Categorize priority and category of the request or incident. Provide support to users within agreed SLA by: o Perform tasks requested by user. o Perform troubleshoot over the phone, email or approved media. o Perform remote troubleshoot using remote desktop access tool. o Escalate to level 2 or onsite engineer to troubleshoot or resolution if the remote troubleshoot not successful. o Escalate to appropriate department or authorized personnel required to resolve the user request or incident.
• Track outstanding calls & work orders. Contact users informing them of request progress and escalations.
• Next level escalation to resolve issues if not possible within the time frame defined in the SLO. Manage user accounts using applications running on Windows/Linux to create/reset ID/password, migrate accounts, web page, DNS.
• Product support: o Microsoft user windows 10 & 11. o Microsoft server windows 2018 and latest. o Linux operating system. o Microsoft Office 365 (Office applications, Email exchange, SharePoint, Azure AD, etc)
• Work hours: Monday to Friday (exclude Public Holiday) 9am-6pm or 10am-7pm. Assist in any other ad-hoc task assigned by your superior or management.

Job Type: Full-time

Pay: RM800.00 - RM1,100.00 per month

Schedule:

• Monday to Friday