IT Helpdesk & Service Desk Associate

RecruitFirst; Shah Alam; On-site; MYR 28,000 - 33,000; Part time

Job summary

RecruitFirst in Shah Alam is seeking a contract IT support associate to handle inbound and outbound calls, provide first-level troubleshooting for laptops, desktops, tablets and related devices, and coordinate with technicians to resolve issues.

You will gather information from customers, document cases, and ensure timely updates while maintaining proper service records and coordinating device repairs and deliveries.

Qualifications

• Fresh graduates or experience in IT support, helpdesk, customer service or similar role.
• Strong communication and customer service skills.
• Willing to learn and coordinate with technical teams and customers.

Responsibilities

• Handle inbound and outbound calls with customers regarding IT device issues and service requests.
• Attend to customer enquiries and provide first-level troubleshooting for laptops, desktops, tablets, and related devices.
• Gather information from customers to understand and identify reported technical issues.
• Perform basic troubleshooting and initial diagnosis before escalating more complex issues to technicians.
• Act as the liaison between customers and technicians, ensuring clear communication throughout the service process.
• Coordinate repair, servicing, replacement, collection, and delivery of devices.
• Follow up with technicians on the progress of outstanding cases and provide timely updates to customers.
• Record and update customer details, device information, issue descriptions, troubleshooting steps, and case status accurately.
• Monitor open cases and ensure proper follow-up until the issue is resolved.
• Perform basic device checks before handing devices back to customers.
• Maintain proper documentation and service records.
• Perform other duties related to customer support and service coordination as assigned.

Skills

IT support

Customer service

Communication

Troubleshooting

Job description

RecruitFirst in Shah Alam is seeking a contract IT support associate to handle inbound and outbound calls, provide first-level troubleshooting for laptops, desktops, tablets and related devices, and coordinate with technicians to resolve issues.

You will gather information from customers, document cases, and ensure timely updates while maintaining proper service records and coordinating device repairs and deliveries.