ICT Help Desk Operator (Helpdesk)

Ziantech Solutions Sdn. Bhd.; Kuala Lumpur; Sur place; MYR 39 000 - 61 000; Plein temps

Résumé du poste

Ziantech Solutions Sdn. Bhd. is seeking an ICT Help Desk professional to handle complaints via phone, email, and ticketing systems, perform initial diagnosis, and resolve basic issues remotely.

The role requires shifts including nights and weekends, with the ability to communicate in Malay and English. Applicants should have a IT-related diploma/certificate and at least 2 years in a help desk environment, with experience in ServiceNow/ManageEngine/Jira Service Management and ITIL/CompTIA A+.

Qualifications

• Diploma or Certificate in IT or equivalent.
• At least 2 years in help desk/service desk/IT support.
• Able to work in shifts including weekends and public holidays.
• No criminal record and able to sign NDA.
• Communicate well in Malay and English (oral and written).
• Experience using ticket systems such as ServiceNow, ManageEngine or Jira Service Management.
• ITIL Foundation or CompTIA A+ certification.
• Experience at royal agency assistance desk.
• KWSP, PERKESO, SIP contributions and annual leave as per the 1955 Work Deed.
• Practice systems and procedures before duty.

Responsabilités

• Receive, record, and classify ICT complaints via phone, e-mail, and ticket system within 10 minutes.
• Determine the seriousness and escalate to technician or engineer immediately.
• Solve first-level problems remotely including user accounts, Windows, Office, printer, and basic network.
• Monitor ticket status against response time targets and escalate if needed.
• Obtain user verification before closing the ticket.
• Provide Daily Incident Reports and assist in monthly reporting.

Connaissances

Communication skills

Ticketing systems

Time management

Formation

Diploma or Certificate in IT

Outils

ServiceNow

ManageEngine

Jira Service Management

Description du poste

This is an ICT support role responsible for receiving, recording, and classifying ICT complaints via phone, email, and ticket system, determining complaint severity, and resolving first-level issues remotely.

Key responsibilities

• Receive, record, and classify ICT complaints via phone, e-mail, and ticket system within 10 minutes
• Determine the seriousness of the complaint and send it to the technician or engineer immediately
• Solve first-level problems remotely including user account, Windows, Microsoft Office, printer, and basic network
• Monitor the status of each ticket compared to the response time target, as well as making escalations if the target is almost violated
• Get user verification before closing the ticket
• Provide Daily Incident Reports and assist in the provision of monthly reports

About you

• Diploma or Certificate of Proficiency in the field of IT or equivalent
• At least 2 years of experience in help desk, service desk, or IT support
• Able to work in shifts (morning, evening, night), including weekends and public holidays
• No criminal record, drug-free, able to undergo royal security, and sign a Secret Agreement (NDA)
• Communicate well in Malaysian and English (oral and written)
• Experience using the ticket system (example: ServiceNow, ManageEngine, Jira Service Management)
• ITIL Foundation or CompTIA A+
• Experience working at the royal agency assistance desk
• Caruman KWSP, PERKESO, SIP, and annual leave according to the 1955 Work Deed
• Practice systems and procedures before duty