Consultant, Desk Side Services

• Local Malaysian only
• Work hours: 7am – 4pm
• Work location: Client office - Petaling Jaya

Consultant, L2 Desk Side Services

Job Description:

· Support daily IT Helpdesk operations, meet incident resolution time, update IT knowledge base system, IT incident ticket logging, and other tasks requested by WDT Site IT Supervisor/Manager.

· Serve as the first point of contact for end users seeking technical assistance over the phone, email, Microsoft Teams, walk-in, etc.

· Provide end user service support and resolve problems to the end user’s satisfaction.

· Troubleshoot end user’s computing issue, and hardware issue (PC, server, printer, etc.)

· Installing and configuring computer hardware, software, systems, networks, and printers

· Responding in a timely manner to service issues and requests

· Repairing and replacing equipment as necessary

· Provide feedback on processes and make recommendations on areas to improve

· Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by end user

· Walk the end user through the problem-solving process

· Direct unresolved issues to the next level of support personnel (GSD, IMC, L2, etc.)

· Provide accurate information on IT products or services

· Record events and problems and their resolution in ServiceNow (work notes and resolution)

· Support team (L2/L3 and Global IT teams) for prompt recovery service and support to minimize any business disruption in the event of an incident

Job Requirements:

· At least a diploma/bachelor’s degree in information systems/computer science/computer engineering or equivalent.

· More than 3 years’ work experience in computer hardware, software, networking systems, and information security operation support

· Experience in troubleshooting Bartender Seagull label printing system.

· Strong knowledge in Windows OS and Mac OS

· Experience in network, IT Security, Windows/Mac/Ubuntu/Linux and computer troubleshooting.

· Experience in managing/deploying MS patches to Mfg/Office/Lab PC and machines.

· Willing to work extended hours or modified schedule (if needed).

· Able to deliver a consistent quality of services and performance, based on stipulated KPIS / SLAS.

· Support ad-hoc projects initiated from the Global Infra / Security team

· Good analytical and problem-solving skills.

· Good soft skills in communication and presentation.

· A team player and able to work independently.

· Motivated individual with a positive attitude.

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

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

• Health insurance

Schedule:

• Early shift
• Fixed shift
• Holidays
• Monday to Friday

Expected Start Date: 01/06/2025