Supervisor, Helpdesk

Job Title:

Help Desk Supervisor

Job Location:

Rafulin FMS (Raub) Sdn Bhd, Raub, Pahang

Job Summary:

Monitor the Helpdesk activities are adhere to the business service level agreement to ensure;

• Scheduling of activities in accordance with the daily schedule and customer request.
• Zero WO (Work Order) pending.
• Zero Nonperformance on the response/acknowledgement of the complaint.
• Timely submission of report & record to the business and customer.

Job Responsibilities:

• Supervising a variety of help desk functions to ensure effective and accurate completion of customer help desk requests.
• Ensure complaint through e-Aduan/telephone/letter are responded accordingly.
• Ensure timely distribution of WO - Preventative Maintenance (PM) & Corrective Maintenance (CM) to the respective technical department.
• Coordinate with M&E and C&S Department on the equipment ON/OFF scheduling.
• Monitor the due date of the WOs and follow up with the relevant departments.
• Provide justification on EOT for pending WOs.
• Analyze customer feedback and propose action plan for improvement.
• Prepare monthly report & record.
• Ensure company policy and regulations are uphold by all staff.
• Any other tasks assign by immediate superior/management from time to time.

Job Requirements:

• Minimum Diploma in relevant field.
• Minimum 3 years' experience with at least 1 year supervisory in helpdesk field.
• Well-versed in MS Office especially MS Word, MS PowerPoint & Excel
• Knowledge in using graphic design tool such as Canva or Photoshop will be an added advantage.
• Excellent problem-solving and communication skills
• Customer service oriented
• Good interpersonal skills and ability to build strong client relationships.

Job Type: Full-time

Pay: RM2,000.00 - RM4,000.00 per month

Benefits:

• Maternity leave

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Cyberjaya: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• helpdesk/frontdesk: 1 year (Preferred)