Desktop support

Vodafone; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the resources sector seeks a dedicated Desktop Support professional for their Kuala Lumpur Technology Hub. The role encompasses providing technical support for hardware and software issues as well as user training. Ideal candidates will demonstrate expertise in end-user support, strong analytical and problem-solving capabilities, and coordination with global teams.

Qualifications

• Experience in Level 1 / 2 Desktop Support with both face-to-face and remote interactions.
• Strong communication and customer service skills.
• Familiarity with logging IT incidents and managing service requests.

Responsibilities

• Provide in-person and remote technical support to users at a global resources company.
• Manage incidents and service requests through to closure.
• Install, configure, and support end-user equipment and devices.

Skills

Desktop Support Experience

Face to Face Support

Remote Support

Operating System Support

Customer Service Skills

Analytical Skills

Problem-Solving Skills

Active Directory

SCCM

ITSM Tools

Hardware Asset Management

Education

Certificate IV in Information Technology

ITIL v4 Foundation

CompTIA A+

Tertiary Qualification in Information Technology

Tools

Microsoft Office 365

Cisco Webex

Mobility Management

ServiceNow

Job description

Summary

• This is a Level 1 / 2 Corporate Office and Mine Site based Desktop Support Role providing in person face-to-face and remote support to users at a Global Resources company via a central location known as a Technology Hub.
• The role will require regular travel to the client's mine site to provide in person face-to-face technical support to users based at this location. This will provide exposure to the clients' operations in the mining industry, and the related technology.
• The role will see you work with a team of Support Analysts both locally and around the globe, you will be responsible for providing front-line End User Support for issues relating to Hardware, Software (Operating System and Applications), Unified Communications, Printing, and Mobile Devices using MDM. You will be responsible for accurately maintaining the clients' Asset Management database and driving service and process improvements.
• You will also provide training and user education to the clients' staff, ensuring they are aligned with company policies, IT best practices, security protocols and appropriate usage.
• This role will require you to record and update all customer contacts in the appropriate ITSM toolset and follow best practices / adhere to recognized processes (e.g. ITIL)
• You will be working in a busy, fast-paced environment, with a focus on safety and customer satisfaction.
• The role is 100% in person / in office.

Essential Skills:

• Strong Level 1 / Level 2 Desktop Support Experience
• Face to Face and Remote Support Experience
• Strong Operating System and Application Support Experience
• Windows 10, Windows 11, Microsoft Office 365, SharePoint, OneDrive, Microsoft Teams and Cisco Webex
• Experience with Mobility / Mobile Device Management / In Tune Support
• Apple iOS and Android OS
• Strong Communication and Customer Service Skills
• Strong Analytical and Problem-Solving Skills
• Good level of experience with Active Directory and SCCM
• Experience with ITSM Tools (ServiceNow desirable)
• Good Hardware Asset Management Experience

Qualifications:

• Certificate IV in Information Technology (Minimum)
• ITIL v4 Foundation (Highly Desirable)
• CompTIA A+ (Desirable)
• Tertiary Qualification in Information Technology (Desirable)

Responsibilities

Level 1 / 2 Desktop Support (Face to Face and Remote)

• Logging and creating Interactions, Incidents and Service Requests
• Tracking progress of Incidents and Service Requests through to closure with Global Service Desk and other Resolver Teams
• Managing Incidents and Service Requests through to closure
• Installing, configuring and supporting end-user equipment and devices
• Management of hardware failures - co-ordinate with Hardware Service Provider for replacement parts and warranty repairs
• Hands and Feet Support for Remote Resolver Teams
• Small Project / Minor Demand Support (Floor Moves, Relocations and Reshuffles)
• Event and Townhall Unified Communications Support (Webex, Microsoft Stream)

Nice to have skills:

• Azure
• PowerShell
• Power Query / Power Automate
• OS X