We are a UK based, award winning, IT services and technology company with over 25 years’ experience.
Job Requirements and Responsibilities:

• Acting as a point of contact for technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

Key Skill Requirements:

• Technical knowledge of and previous experience of supporting
• Windows Operating Systems
• Office 365/Office Applications
• Microsoft Exchange
• Mobile Device Management
• VMware
• Knowledge of Networking (firewalls, routers and switches)

Competencies:

• Fresh graduates are welcome to apply
• Excellent communication skills in English
• Must be based in Malaysia

Job Types: Full-time, Permanent
Pay: RM1,800.00 - RM2,000.00 per month
Benefits:

• Additional leave
• Professional development

Schedule:

• Rotational shift

Application Question(s):

• Do you possess key technical skills, including experience with Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Mobile Device Management, VMware, and foundational networking knowledge (such as firewalls, routers, and switches)?

Experience:

• Service Desk Analyst (Level2): 5 years (Preferred)

Expected Start Date: 11/11/2024