- Kuala Lumpur
- Help Desk & IT Support (Information & Communication Technology)
- Full time
- Add expected salary to your profile for insights
SUMMARY OF RESPONSIBILITIES
Serving as the first point of contact for customers seeking technical assistance over the phone or email. Performing remote troubleshooting through diagnostic techniques and pertinent questions.Determining the best solution based on the issue and details provided by customers
SPECIFIC RESPONSIBILITIES
Technical Support: Provide first-line support for hardware, software, and network-related issues via phone, email, and ticketing system.
Incident Management: Log, categorize, and prioritize support requests in the ticketing system. Ensure timely resolution or escalation of issues as necessary.
User Assistance: Assist users with troubleshooting, installations, configurations, and general IT inquiries. Educate users on IT best practices and tools.
Documentation: Maintain clear and accurate documentation of support requests, solutions, and user guides. Contribute to the knowledge base to improve service efficiency.
System Monitoring: Monitor IT systems for alerts and performance issues, proactively addressing potential problems.
Collaboration: Work closely with other IT team members to resolve complex issues and improve service delivery. Participate in team meetings and contribute to ongoing process improvements.
Customer Service: Deliver excellent customer service with a focus on empathy and professionalism in all interactions.
Product Coverage:
· 1st level support
· Business PC and peripheral
· DLP & Antivirus
· Printer and Scanner
· 1st level support – Networking Devices (Switches, Wifi Access Points)
· Internet services
· Video Conferencing
· Projectors
QUALIFICATIONS:
- Diploma & Degree in Computer Engineering or equivalent.
- Two or more years of experience as a helpdesk support
- Advanced knowledge of help desk software and remote-access systems.
- Advanced knowledge of computer hardware and software systems, e.g. Office 365
- High integrity and ethics value.
- High-level communication skills. Patience and understanding
- Good problem-solving skills, analytical and team player.
- Self-initiated, positive and passionate.
APPLY AT :- JOBSTREET MALAYSIA – PROGRESSIVE INSURANCE