IT Support

Title: Senior Executive, Helpdesk

Contract Duration: 12 months

Effective Date: 2 February 2025

Office Location: Tropicana Fairway 3 (TF3)

Salary: Up to RM5,000

Job Description:

As part of the Service Desk team, the Senior Executive, Helpdesk will support the Company Group users by adhering to Service Desk Standard Operating Procedures (SOPs), which include:

• Call Management:
• Attending inbound calls and inquiries from users while meeting service targets.
• Handling voice messages effectively.
• Email Support:
• Responding to internal inquiries via email to assist with IT-related matters.
• Ticket Management:
• Logging, classifying, and diagnosing all tickets in the ticketing tool.
• Striving to provide first-time fix resolutions whenever possible.
• Effectively managing ticket queues by prioritizing, updating, escalating, and resolving incidents and service requests in adherence to Service Level Agreements (SLAs).
• Escalating tickets to appropriate resolver groups when necessary, ensuring appropriate action based on impact and urgency.
• Collaboration and Reporting:
• Working closely with various teams to provide feedback and status updates for unresolved problems and requests.
• Sending daily reports promptly and assisting with assigned tasks as required.
• Projects and Tasks:
• Assisting in all projects and tasks involving the Service Desk to ensure continuous support.

Key Skills / Knowledge and Behaviors:

• IT Degree graduate with a minimum of 2 years of experience in a related field OR
• Diploma with 3 years of working experience in a Service Desk-related role.
• 1 to 1.5 years of knowledge and experience in troubleshooting and resolving Microsoft O365 product issues.
• Willingness to work shift hours with good punctuality and reliability.
• Proficiency in written and spoken English, with strong verbal communication and analytical skills.
• Customer-focused mentality with excellent phone etiquette and ticket documentation skills.
• Adaptive learner with curiosity about recent technologies and processes.
• Strong teamwork and interpersonal skills.
• Ability to remain calm under pressure and prioritize effectively.
• Flexibility to adapt positively to changing pressures and priorities.
• Ability to work independently with minimal supervision and perform effectively under pressure.

Job Types: Full-time, Contract

Contract length: 12 months

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

Pay: RM3,000.00 - RM5,000.00 per month

Application Question(s):

• Do you have relevant experience within Banking industry?