Deskside Support Specialist

Job Description: Deskside Support Specialist

Position Overview: We are seeking a dedicated and proactive Deskside Support Specialist to provide exceptional technical assistance to end-users. The ideal candidate will possess a strong understanding of IT support processes, demonstrate excellent troubleshooting skills, and deliver personalized support to VIP users. This role demands a hands-on approach to resolving technical issues, managing incidents and service requests, and ensuring optimal system performance.

Key Responsibilities:

• Incident and Service Request Management:
• Efficiently handle and differentiate between incidents (unexpected issues disrupting services) and service requests (user-initiated requests for IT services).
• Document, track, and resolve incidents and service requests using ticketing systems while adhering to SLA timelines.
• Collaborate with other IT teams to escalate unresolved issues or implement service request solutions.
• VIP User Support:
• Provide tailored, high-priority support to VIP users, ensuring their technology needs are met promptly and with the highest quality.
• Maintain discretion and professionalism while addressing sensitive matters for executives and other high-profile users.
• Ensure VIP users experience minimal disruption through proactive system checks and personalized service.
• Disk Cleanup and Defragmentation:
• Perform disk cleanup to remove unnecessary files, free up storage, and improve system performance.
• Execute disk defragmentation to reorganize fragmented data for faster access and better system efficiency.
• Educate users on the benefits of regular disk maintenance and guide them in performing basic tasks independently.
• System Slow Troubleshooting:
• Diagnose and resolve issues causing system slowness, such as:
• Resource-heavy processes or applications.
• Insufficient hardware capacity (e.g., RAM, storage).
• Malware or corrupted files.
• Optimize system performance by updating software, clearing temporary files, and running health checks.
• Provide recommendations for hardware upgrades or configurations when necessary.
• Temporary File Management:
• Identify and delete temporary files that consume unnecessary disk space using built-in system tools or manual methods.
• Educate users on safely removing temp files and the impact on system performance.
• Automate temp file cleanup through scripts or scheduled tasks to enhance operational efficiency.
• General Responsibilities:
• Support hardware, software, and peripheral issues, including installations and configurations.
• Provide guidance to end-users on best practices for system maintenance and data security.
• Create and maintain detailed documentation of technical procedures, resolutions, and user guides.
• Stay updated with emerging technologies and trends to provide innovative solutions.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Proven experience in deskside support or a similar IT support role.
• In-depth knowledge of Windows and macOS operating systems.
• Strong understanding of system performance optimization and maintenance.
• Excellent communication and interpersonal skills, with the ability to effectively support users at all levels of an organization.
• Experience working with ticketing systems and adhering to SLAs.
• Familiarity with VIP support protocols and expectations is a plus.

Job Type: Contract
Contract length: 12 months

Pay: Up to RM5,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Fixed shift
• On call