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    IT Helpdesk - Kuala Lumpur, Malaysia - Optimum Solutions (Singapore) Pte Ltd

    Optimum Solutions (Singapore) Pte Ltd
    Optimum Solutions (Singapore) Pte Ltd Kuala Lumpur, Malaysia

    2 days ago

    Default job background
    Part time
    Description

    Job Summary:


    Provide Level 1 IT support to End-User, covering across Applications, Laptops & Desktops, User Account Management and other areas providing support in both Mandrin & English.


    Responsibilities:

    • Serve as the first point of contact for customers seeking technical assistance
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions
    • Determine the best solution based on the issue and details provided by customers
    • Track, route and redirect problems to correct resources
    • Respond to automated detected events from the monitoring systems
    • Collect relevant information to prioritise and categorise the incident
    • Direct unresolved issues to the Site IT or Regional IT Support
    • Provide accurate information on IT products or services
    • Record events and problems and their resolution in logs
    • Maintain a high level of customer satisfaction by owning issues, managing communication both within GSD/IT and with the customer
    • Follow-up and update customer status and information
    • Pass on any feedback or suggestions by customers to the appropriate internal team
    • Identify and suggest possible improvements on process & procedures
    • Support Infra or Application Project tasks involving End-User
    • Be part of the team providing 15 x 5 support with weekend on-call on need basis
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