20240174 C(A45)AH Service Desk Support Assistant Team Leader | PJ

Job Position: Service Desk Support Assistant Team Leader Job ID: 20240174 C(A45)AH Company Background: IT Solution Service Provider Salary Range: Basic MYR6,500 MYR10,000 Working Days: 5 days Shift rotation 9am-6pm / 3pm-12am / 12am-9am shift Location: Plaza Ascent near Paradigm PJ Benefit: -13th month salary - Medical benefit, vision benefit, dental benefit, attendance benefit, Gym benefit and etc Responsibilities and Duties Provide customers with a first point of contact for all incidents, queries and requests over phone, email, and remote system. To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attended, resolved, or assigned. To monitor and maintain SLA, follow up outstanding tickets with customers or within internal support teams. Ensure all issues/problems/escalations are resolve in a timely manner. Record events and problems and their resolution in logs. Managing and compilation of all data and report. Ensuring all incidents, solutions and processes is accurately recorded. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvement on procedures. Requirement Bachelors degree in Information Technology, Computer Science, or a related field is preferred. At least 1-2 years of experience with proven experience as service desk / helpdesk technician or relevant role. Fresh Graduate is welcome to apply. Familiar with service desk or helpdesk tools and systems. Familiar with ITSM (IT Service Management) processes and tools. Have experience with managing multiple user accounts. Have experience with ticketing systems for incident tracking and resolution. Strong understanding of operating systems (Windows, macOS, Linux) and common software applications. Experience in Jira Cloud will be an advantage. Ability to communicate technical information to non-technical users in a clear and understandable manner. Ability to diagnose and resolve basic technical issues. Able to write, read and communicate fluently in English. Chinese is an added advantage. Able to work in shifts. (9am-6pm / 3pm-12am / 12am-9am shift) Willing to work on weekends and public holiday.