IT Helpdesk / Technical Support (L1)

Tech Mahindra; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Tech Mahindra in Kuala Lumpur is hiring a Service Desk Analyst to respond to and diagnose complex hardware, software and network incidents in a customer-focused environment.

You will prioritize and resolve issues, escalate as required, and collaborate with IT services teams to ensure timely resolution. The role requires 1–3 years IT experience and a Diploma/BS in CS/IT; immediate joiners with IT internships are welcome.

Qualifications

• Diploma / Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• Excellent communication and problem-solving skills.
• 1-3 years IT experience welcome.
• Immediate joiners preferred with IT internship experience.

Responsibilities

• Respond to and diagnose complex hardware, software and network incidents in a customer-focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Work with IT Services functional teams and other members to ensure issue resolution within Priority metrics.
• Update customers on ticket status/resolution per Priority metrics.
• Escalate tickets as required.
• Abide by IT service processes, procedures and work instructions including Code of Conduct and Core Values.
• Participate in team goals and KPI metrics and ensure Service Desk KPI targets are met.
• Participate in projects as assigned.
• Perform overtime duties when needed.

Skills

Communication skills

Problem-solving

Education

Diploma / Bachelor's in CS/IT

Job description

• Required to work on shift - morning, afternoon, night
• Operating hours: 24 x 7 x 365
• Oil & Gas company

Job Description:

• Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
• Updates customer on ticket status/resolution in accordance with Priority metrics.
• Ensure that incidents and requests are dealt with accordance to customer and priority needs.
• Escalate tickets as required.
• Abide by the IT service processes, procedures and work instructions set by the Company including Code of Conduct and Core Values.
• Actively participates in team goals and objectives as per Service Desk KPI metrics.
• Ensuring the Service Desk KPI metrics are met.
• Actively participates in projects, as assigned.
• Required to perform Over Time duties when needed.

Who Can Apply?

• Diploma / Bachelor's degree in Computer Science, Information Technology, or related field (preferred)
• Excellent communication and problem-solving skills
• 1-3 years of IT experienced candidates welcome
• Immediate joiners preferred with IT internship experience

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.

We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.