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Jobs or company...
J

Service Support Helpdesk

RM 5,000 - RM 6,000 / Per Mon

Apply on

Indeed MY

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.

Original
Simplified

Service Support Analyst/ Specialist, Service Centre

Job Responsibilities:

  • Perform daily operational tasks according to operation/ system procedures
  • Conduct daily enquiry handling via calls and emails, perform system administration,

troubleshooting, apply remediation to system problems and resolve user enquiries, and

perform change and configuration management, etc.

  • Ensure the service delivery to meet customer project needs and meet the corresponding

service level agreement (SLA) by performing daily tasks

  • The Senior Role will assist the team lead in supervisory tasks such as handling escalated

enquiries/ complaints, managing the staff roster, giving guidance to ensure procedural

compliance & maintenance and demonstrate the service delivery in person, etc.

  • The Senior Role will assist to develop and maintain operational/ IT/ contact centre procedures

and performance statistics/ reports

(For Hotline related projects)

  • Conduct daily enquiry handling via calls and emails, perform system/ platform/ App

troubleshooting and resolve users’ enquiries via FAQ according to operation procedures and

FAQ

  • Ensure the service delivery to meet customer project needs and meet the corresponding

service level agreement (SLA) by performing daily tasks

  • Experienced candidates will be arranged to assist the team lead in supervisory tasks

(occasionally) such as handling escalated enquiries/ complaints, managing the staff roster,

giving guidance to ensure procedural compliance & maintenance and demonstrate the service

delivery in person, and assist to develop and maintain operational/ contact centre procedures

and performance statistics/ reports

Our perfect teammate will be:

  • Higher Certificate/ Diploma in Information Technology/ Information Systems orrelevant fields
  • Solid knowledge (L0, preferably L1 Level with >2 years’ experience) in IT operation in fast

paced dynamic and demanding enterprise environments (Managed Services support or

Contact Centre preferred)

  • Knowledge in Microsoft Windows Active Directory, Exchange Server Administration and Data

Center Operation is an advantage

  • Ability to handle multiple assignments in a fast-paced environment
  • Able to work at roster duties on shift
  • Strong customer service and detailed mind, assertive and result-oriented; able to follow

through tasks until completion independently

  • Demonstrated high degree of sense of responsibility and ownership
  • Good interpersonal and communication skills with good command of English, Mandarin &

Cantonese

  • Proficiency in MS Office applications; with ITIL and Microsoft related certifications is definitely

considerable in priority

  • Candidate with less experience will be considered as Service Support Specialist

Employment Type: COS

Working Hour: depending on shift duties to support the below:

o Mon-Fri 0900-1800 or

o 08:00-20:00 / 20:00-08:00 (Work 2 days then duty off 2 days; including Sun and Public

holidays)

Salary: RM 5000 +

Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM6,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Schedule:

  • Day shift
  • Monday to Friday

Supplemental Pay:

  • 13th month salary
  • Commission pay
  • Overtime pay
  • Performance bonus
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