IT Helpdesk support - Japanese

· Provide first-line technical support to end-users via phone, email, or in-person.

· Troubleshoot hardware, software, and network issues, guiding users through resolution steps.

· Log, track, and prioritize incidents using the ticketing system.

· Escalate complex issues to appropriate support teams while ensuring timely resolution.

· Maintain clear and timely communication with end-users regarding the status of their reported issues.

· Provide step-by-step instructions and training to users for common technical problems.

· Documentation:

· Create and update knowledge base articles for common issues and resolutions.

· Document troubleshooting steps and solutions to build a comprehensive support resource.

· Collaborate with other IT teams to resolve escalated issues and ensure a seamless user experience.

· Participate in team meetings and contribute to ongoing process improvements.

· Conduct training sessions and workshops to educate end-users on IT best practices and new technologies.

· Create user-friendly guides to empower users to troubleshoot common problems independently.

Qualifications:

· Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

· Proven experience in a service desk or technical support role.

· Strong knowledge of Microsoft Windows and Office applications.

· Familiarity with troubleshooting hardware, software, and network issues.

· Excellent customer service and communication skills.

· Ability to work independently and collaboratively within a team.

Skills:

· Technical proficiency in desktop operating systems, software applications, and hardware components.

· Strong problem-solving and analytical skills.

· Familiarity with ITIL best practices is a plus.

· Ability to prioritize and manage multiple tasks in a fast-paced environment.

· Exceptional communication and interpersonal skills.

Job Type: Full-time

Pay: RM10,000.00 - RM12,500.00 per month

Schedule:

• Day shift