Responsibilities of the Role:â—Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.â— Provide technical support on end-user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.â— Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow-ups from previous shift teams & follow through with all related parties until ticket closure.â— Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.â— Follow standard operating procedures when triaging or troubleshooting a user issue.â— Provide Technical Support & Access Administration on the following technologies:â—‹ End-user computing hardware i.e. PC / Laptop and peripheralsâ—‹ Google Workspaceâ—‹ JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the companyâ—‹ Endpoint Security Toolsâ— Telephony Administration.â— Familiarity with OKTA SSO.â— Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfil requests from end users in cases where the issue needs to be escalated.â— Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in-house.â— In cases of widespread end user technical issues, immediately escalate to & work with the IT Shift Manager on-duty so the incident can be handled in accordance with the company’s Major Incident management process.Requirements for the Role:â— Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS and SMTP).â— PC Software and browser troubleshooting skills are required.â— Working Experience in administering & supporting MS Windows technologies and/or Linux environments such as Ubuntu or the like.â— Working Experience with Google Workspace.â— Working Experience with Service Management or Ticketing Tools.â— Proven communication skills, written and verbal. Able to address all levels within the organisation and has the ability to address conflicts constructively.â— Ability to read & analyse business processes, procedures, training material.â— Strong analytical & problem-solving abilities.â— Good understanding of Client server & web-based application architectures.â— Service oriented demeanour is a must.â— Driving change and handling difficult situations.â— Dealing with change on a daily basis.List of skills we'd love you to have:â— Experience with Service Delivery, Incident Management, Change and Problem Management Process.â— Experience with ITIL methodologies, end-to-end support and/or relatedPractices.The Package:â— Attractive Salary (RM5,000).â— Performance related bonus for confirmed staff.â— Annual Leave 15 days.â— Medical Leave 14 days.â— Medical and hospitalization coverage.â—Working Location: Kuala Lumpur.
