Due to expansion, we are hiring 2 headcounts for IT Support Helpdesk in our Johor Bahru Office
IT Support Helpdesk Roles & Responsibilities Support and Troubleshooting:
Serve as first point of contact for all IT incidents. Provide first call technical support via various communication channels such as Helpdesk hotline/phone, email, WhatsApp or Jira Ticketing SystemEnsure calls are answered and emails are responded in a timely mannerConduct first level troubleshooting / preliminary assessment (triaging) of the nature of IT incidents reported by end userIdentify and escalate potential issues to second level support (e.g. IT Infra Executives, or Software/Database Executives)
Accurately and timely log all end users' IT problems and follow-up interactions into the ticketing system
Handle initial classification/ prioritization of the IT incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Manage end user expectations and notify second level support in the event of unusual surge in calls of a specific nature e.g. poor network connectivity
Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recordedCreate user accounts and access permissions for new hires, staff transfer and resigning employees Training / Knowledge Sharing: Knowledge Sharing : Share technical knowledge and expertise with colleagues to enhance overall IT competency within the organizationUpdate and maintain key IT info in Notion SystemDocumentation and Reporting:
Assist in maintaining documentation of IT systems, network diagrams, system servers layout, policy and procedures, configurations, and user guides
Reporting: Assist in compiling daily, weekly and monthly reports on IT infrastructure performance (system & network health check), Infra/software/database issues, IT security incidents, and Jira support tickets for management review
Take on other duties assigned by Management where reasonably appropriate Requirements
At least a Diploma in Computer Science / Information Technology or IT Support
Good understanding of computer networks and system OS (e.g. Windows, MacBook)
Fresh graduates are welcome or those with at least 2 years relevant working experience in end-user support for desktop/laptop, network and software
Due to business needs, English and Mandarin-speaking is required
Strong analytical, sharp on details and problem-solving skills. Independent, positive attitude and a team-spirit player
Due to work exigency, candidate is sometimes expected to provide IT Helpdesk support for branches during weekends and Public Holidays