L1 Help Desk Support - Other - Malaysia - Terrabit Consulting Sdn Bhd

Description

Greetings from Terrabit-Consulting

We came across your profile on Job portal and found suitable for our role with one of MNC client in Malaysia.

I believe that your expertise would help us in project we're working on.

TERRABIT CONSULTING GROUP is one of the leaders in the IT Consulting industry across Asia Pacific. Founded in 2009, Terrabit Consulting began its operations in Singapore as an IT Solutioning and Software Development company.

Currently, Terrabit has offices in Singapore, Malaysia, Hong Kong, India and Australia, with a new office commencing soon in Dubai to cater towards the Middle Eastern market.

Moreover, Terrabit is ethnically and racially diverse, with employees of more than 30 different nationalities working across the region.

Please review below job details mentioned below and if interested submit your profile/ resume to [HIDDEN TEXT]


JOB TITLE:
L1 Help Desk Support


WORK LOCATION:
Cyberjaya, Malaysia


Duration:
Permanent

24/7 support, including weekends and public holidays.

Job Description

We seeks to hire 20 contract-based Help Desk Support Specialists to provide 24/7 support, including weekends and public holidays.

The successful candidates will undergo training. Their primary responsibility will be to deliver excellent customer service by offering technical assistance to end-users of the system.


Job Responsibilities:

• Provide first-level technical support and troubleshooting assistance for users encountering issues with the system.
• Respond promptly to inquiries, incidents, and service requests related to the system via various communicate on channels such as phone, email, or chat.
• Diagnose and resolve basic technical problems with the system, including login issues, navigation problems, and basic functionality inquiries.
• Document all support interactions and reported issues accurately and comprehensively in the ticketing system or helpdesk software.
• Escalate unresolved or complex issues to level 2 or level 3 support personnel or relevant technical teams for further investigation and resolution.
• Follow established procedures and protocols for incident management, including proper escalation paths and service level agreements (SLAs) adherence.
• Provide guidance and assistance to users on the system features, functionalities, and best practices.
• Proactively monitor the performance and availability of the system, promptly reporting any abnormalities or service disruptions to appropriate stakeholders.
• Stay updated on the system updates, changes, and enhancements to provide accurate and timely support to end-users.
• Collaborate with other IT support teams and departments to ensure seamless integration and interoperability of the system with other organizational systems and processes.

Qualifications:

Technical Knowledge:
Proficiency in understanding and troubleshooting common hardware, software, and network issues. Familiarity with Windows OS and common business applications.

Customer Service Skills:
Excellent communication skills, both verbal and written, with a strong focus on providing courteous and efficient customer support. Ability to remain calm and patient when dealing with frustrated or upset users.

Problem-Solving Abilities:
Strong analytical and problem-solving skills to diagnose technical issues and identify appropriate solutions. Capacity to follow logical troubleshooting steps and escalate issues as needed.

Attention to Detail:
Ability to accurately document and track support interactions, including details of reported issues and steps taken for resolution. Attention to detail is crucial for maintaining thorough and organized support
records.

Adaptability:
Flexibility to adapt to changing priorities, technologies, and work environments. Willingness to learn new skills and tools as required to support evolving IT systems and user needs.

Team Collaboration:

Capability to work effectively as part of a team, collaborating with other IT support personnel and departments to resolve complex issues and improve overall system performance.

Time Management:

Strong organizational skills and the ability to prioritize tasks effectively to meet service level agreements (SLAs) and ensure timely resolution of support tickets.

Professionalism:
Demonstrated professionalism in all interactions with users, colleagues, and stakeholders. Adherence to company policies, procedures, and ethical standards.

Education :
A certificate in IT or equivalent is required.

Experience:

While not always mandatory, previous experience in a customer service or technical support role, particularly in a helpdesk or call center environment, can be advantageous.

If you are interested, Pls share your resume to [HIDDEN TEXT],