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Full time

KL City, Kuala Lumpur

Jadilah pemohon terawal!

Posted 2 months ago • Closing 16 Dec 2021

Jadilah pemohon terawal!

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Tanggungjawab

Act as single point of contact for users for all IT Incidents and Service Request
Dealing with incoming incidents in a professional, courteous manner over the phone and via email Taking ownership of incidents and managing them in a logical and methodical manner
Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures
Provide Level 1 support on desktops and standard applications
Log, track, follow up, update and monitor issues logged into SDP (ticketing system)
Conducting full and thorough diagnostics with the end-users to for first call resolution
Ensuring all tickets are progressed and resolved within SLA – escalating to other internal and external teams as appropriate
Managing incidents through entire lifecycle from single point of contact until resolved
Proactively keeping the end-users informed of the progression update
Diagnosing and resolving incidents to the end-users satisfaction
Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution
To ensure all Incidents and Service Request raised via email are attended within 2 hours and calls within 15 minutes
Trigger Incident Management Procedure as and when required
Escalate the issues to other hardware/software vendors, if the issues are not supported by the team
Report to IT Service Desk Team Lead on the new first call resolution so that he/she can create and publish the document to given Knowledge Database
Requesting quotation on behalf of users for replacing faulty parts (for out of warranty parts)
Liaising with authorized service provider on replacing faulty parts that are within warranty period

Manfaat

  • EPF
  • SOCSO
  • Annual Leave

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About Company

jobs in Micro Technology Solution Sdn Bhd

Micro Technology Solution Sdn Bhd

IT / Software

Lihat Syarikat ▶

About Company

jobs in Micro Technology Solution Sdn Bhd

Micro Technology Solution Sdn Bhd

IT / Software

Lihat Syarikat ▶