IT Helpdesk Executive (Based in PJ)

GENCODE SDN BHD; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

GENCODE SDN BHD is seeking an IT Helpdesk Executive to provide first-line technical support for internal users and customers, covering software, hardware, printers, email, and OS. The role collaborates with Project, Software Development, and Infrastructure teams to keep daily IT operations smooth.

You will handle incident logging, basic troubleshooting, application support, user access, and documentation. The ideal candidate holds IT-related degree and 3–5 years of experience, with Windows

Qualifications

• Diploma or Bachelor's Degree in IT, CS, CE, or equivalent.
• 3-5 years IT support or helpdesk experience.
• Proficient with Windows 10/11.
• Familiar with Microsoft 365.
• Basic networking knowledge.
• Hardware troubleshooting skills.
• Basic SQL knowledge is an advantage.
• Basic web application troubleshooting.
• Familiarity with ITSM concepts is an advantage.

Responsibilities

• IT Support: Level 1 support for software, hardware, printers, email, and OS; configure desktops/laptops; record incidents; escalate as needed.
• Application Support: First-line support for in-house web apps; test before deployment; assist users during UAT and post-implementation.
• Project Support: Assist in deployment, create checklists, coordinate with teams during rollout.
• Documentation: Maintain IT assets; update SOPs and knowledge base articles; document troubleshooting procedures.

Skills

Windows 10/11

Office 365

Basic networking

Hardware troubleshooting

SQL basics

Web app troubleshooting

ITSM knowledge

Education

Diploma or Bachelor's Degree in IT/CS/CE

Job description

The IT Helpdesk Executive is responsible for providing first-level technical support for internal users and customers, including business applications, end-user devices, infrastructure, and network-related issues. The role will work closely with the Project, Software Development, and Infrastructure teams to ensure smooth daily IT operations and project implementation.

JOB DUTIES AND RESPONSIBILITIES

1) IT Support

Provide Level 1 technical support for software, hardware, printers, email, and operating systems.

Install, configure, and maintain desktops, laptops, and peripherals.

Troubleshoot Windows operating system and Microsoft Office issues.

Handle user account creation, password resets, and access requests.

Record and update incidents in the IT Service Management (ITSM) system.

Escalate unresolved issues to Level 2 or Level 3 support teams.

2) Application Support

Provide first-line support for in-house web applications.

Perform application testing before production deployment.

Verify reported bugs and reproduce issues for developers.

Assist users during UAT and post-implementation support.

Monitor application health and basic system logs.

3) Project Support

Assist in project implementation activities.

Prepare deployment checklists and implementation documentation.

Support software deployment and configuration.

Coordinate with internal teams during project rollout.

Participate in project meetings when required.

4) Documentation

Maintain IT asset inventory.

Update SOPs, user guides, and technical documentation.

Document troubleshooting procedures and knowledge base articles.

Professional / Technical Qualification(s) Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or equivalent.
• 3 -5 years of IT Support, Helpdesk, or Technical Support experience is an advantage.
• Windows 10/11
• Microsoft Office 365
• Basic networking
• Hardware troubleshooting
• Basic SQL knowledge is an advantage
• Basic web application troubleshooting
• Knowledge of ITSM concepts is an advantage