Full Time Helpdesk specialist Jobs, Salary up to MYR 4,000 in Devloit Federal Territory - Maukerja

Scope of Service for Service Desk

· Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.

· Accept and respond to all IT related incidents and requests.

· Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.

· Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.

· End user will be informed of the estimated time whereby his/her ticket will be attended to.

· Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.

Key Responsibilities of Service Desk Analyst:

· Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.

· Prioritize and resolve issues identified by customers and other teams in a timely manner.

· Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.

· Updates customer on ticket status/resolution in accordance with Priority metrics.

· Ensure that incidents and requests are dealt with accordance to customer and priority needs.

· Escalate tickets as required.

· Abide by the IT service processes, procedures and work instructions set by the company including Code of Conduct and Core Values.

· Actively participates in team goals and objectives as per Service Desk KPI metrics.

· Ensuring the Service Desk KPI metrics are met.

§ Average Speed of Answer (ASA) = not more than 60 seconds

§ Customer Satisfaction (CSAT) = not less than 97%

§ Time To Resolve (TTR) = 0.9 day

§ Daily average interaction = 29 of tickets interaction

§ Email backlogs = * not more than 72 hours

· Actively participates in projects, as assigned.

· Required to perform Over Time duties when needed.

· Required to work on shift, weekend, and public holidays.

Pay: RM3,574.39 - RM4,000.00 per month

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Opportunities for promotion
• Professional development

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Able to join on 20th May? Yes/No

Education:

• Bachelor's (Required)

Experience:

• IT support: 1 year (Required)

Work Location: In person