Desktop support | Kuala Lumpur, MY

Cognizant; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Desktop Support Technician to provide vital support at their Technology Hub. This role offers a unique opportunity to work in a fast-paced environment, delivering both in-person and remote assistance to users. You'll engage with cutting-edge technology while ensuring customer satisfaction and adherence to IT best practices. Join a dynamic team where your contributions will enhance operational efficiency and user experience. If you're passionate about technology and excel in problem-solving, this position is perfect for advancing your career.

Qualifications

• Experience in Level 1/2 Desktop Support with strong troubleshooting skills.
• Proficient in Windows OS and Microsoft applications with a focus on user support.

Responsibilities

• Manage incidents and service requests, ensuring timely resolutions.
• Install and configure end-user equipment while supporting remote teams.

Skills

Desktop Support Experience

Face-to-Face Support

Remote Support

Operating System Support

Application Support

Mobile Device Management

Communication Skills

Analytical 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

ServiceNow

Cisco Webex

Microsoft Office 365

SharePoint

OneDrive

Teams

PowerShell

Power Query

Power Automate

Job description

Job Description: Desktop Support Technician (Level 1 / 2)

This role involves providing in-person face-to-face and remote support to users at a Global Resources company's Technology Hub, which serves as a central support location.

The position requires regular travel to the client's mine site to deliver technical support, offering exposure to mining industry operations and related technology.

You will collaborate with Support Analysts locally and globally, handling front-line End User Support for hardware, software (including OS and applications), Unified Communications, printing, and mobile devices via MDM. You will also maintain the client's Asset Management database and contribute to service and process improvements.

Additional responsibilities include providing training and user education to ensure staff adherence to company policies, IT best practices, security protocols, and proper usage. You will record and update customer contacts in the ITSM toolset, following best practices and recognized processes such as ITIL.

This role operates in a busy, fast-paced environment with a focus on safety and customer satisfaction. It is a 100% in-office position.

Essential Skills:

1. Strong Level 1 / Level 2 Desktop Support Experience
2. Face-to-Face and Remote Support Experience
3. Proficiency in Operating System and Application Support (Windows 10, 11, Microsoft Office 365, SharePoint, OneDrive, Teams, Cisco Webex)
4. Experience with Mobility / Mobile Device Management / In Tune Support (Apple iOS and Android OS)
5. Excellent Communication and Customer Service Skills
6. Strong Analytical and Problem-Solving Skills
7. Experience with Active Directory and SCCM
8. Familiarity with ITSM Tools (ServiceNow is desirable)
9. Good Hardware Asset Management Experience

Qualifications:

1. Certificate IV in Information Technology (minimum)
2. ITIL v4 Foundation (highly desirable)
3. CompTIA A+ (desirable)
4. Tertiary Qualification in Information Technology (desirable)

Responsibilities:

• Logging and managing Incidents and Service Requests
• Tracking and resolving incidents through to closure with the Global Service Desk
• Installing, configuring, and supporting end-user equipment
• Managing hardware failures and coordinating repairs or replacements
• Providing hands-on support for remote resolver teams
• Supporting small projects such as floor moves, relocations, and reshuffles
• Supporting events and town halls with Unified Communications tools like Webex and Microsoft Stream

Nice to Have Skills:

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

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