IT Helpdesk

Heitech Padu Berhad; Johor Bahru; On-site; MYR 20,000 - 100,000; Full time

Job summary

A healthcare technology provider in Johor Bahru is seeking an IT Helpdesk professional to serve as the first point of contact for IT-related issues. The ideal candidate will assist hospital staff, manage support tickets, and ensure effective communication. Required qualifications include a diploma in IT or Computer Science, 2-5 years of helpdesk experience, and strong troubleshooting skills. This role offers an excellent opportunity to work in a dynamic hospital environment, supporting critical IT operations.

Qualifications

• 2-5 years experience in Helpdesk / IT Support.
• Able to work in shift environment, multitask, and work under pressure.
• Team player with positive attitude; patient, polite, and service-oriented.

Responsibilities

• Receive and respond to IT issues via phone, email, or walk-in.
• Assist doctors, nurses, and hospital staff with system usage.
• Maintain FAQ, known issues, and simple user guides.

Skills

Basic knowledge of Windows

Good communication skills

Customer service skills

Basic troubleshooting skills

Education

Diploma / Degree in IT or Computer Science

Tools

Ticketing systems (Freshdesk, Jira, ServiceNow)

Job description

The IT Helpdesk serves as the first point of contact for all IT-related issues at Hospital Sultan Ismail. This role is responsible for receiving, logging, and resolving basic system, application, and technical issues, ensuring hospital users receive timely and effective support in a 24/7 critical environment.

Key Responsibilities

• First‑Level Support (L1)
  Receive and respond to IT issues via phone, email, or walk‑in; log, track, and update tickets in the helpdesk system; resolve basic issues related to system access, passwords, printers, devices, and applications; and escalated unresolved issues to Technical Support or Application Support teams.
• User Assistance & Communication
  Assist doctors, nurses, and hospital staff with system usage; provide clear updates to users on issue status and resolution; guide users on standard procedures and common problems; prioritize tickets based on severity and impact to hospital operations; monitor SLA compliance and follow up on pending tickets; and support during system downtime or critical incidents.
• Documentation & Knowledge Base
  Maintain FAQ, known issues, and simple user guides; update incident logs and resolution steps; and assist in preparing daily/weekly support reports.
• Shift & On‑Site Support
  Provide on‑site support at counters, wards, clinics, and admin areas.

Requirements

• Diploma / Degree in IT, Computer Science, or related field.
• 2‑5 years experience in Helpdesk / IT Support.
• Basic knowledge of Windows, applications, and hardware.
• Good communication and customer service skills.
• Able to work in shift environment, multitask, and work under pressure.
• Basic troubleshooting skills and good documentation and follow‑up discipline.
• Team player with positive attitude; patient, polite, and service‑oriented.

Added Advantage

• Experience in hospital / healthcare environment.
• Familiar with ticketing systems (Freshdesk, Jira, ServiceNow, etc.).
• Knowledge of HIS or hospital workflows.
• Ability to communicate clearly with clinical staff.

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