IT Service Desk Analyst & Programmer, Digital Engagement

gradmalaysia.com; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading IT support provider in Kuala Lumpur seeks a dedicated individual for frontline IT support. The role focuses on diagnosing and resolving hardware, software, and network issues while managing incidents through effective communication with users. Candidates should possess a diploma in Computer Science or related fields, be Malaysian citizens, and demonstrate strong customer service skills. The position demands flexibility, including support during weekends and public holidays, and adherence to ITIL processes.

Qualifications

• Must be a Malaysian citizen.
• Must have passed the Malay Language subject, including the oral test, at the Sijil Pelajaran Malaysia (SPM) level.
• Possess a Diploma in Computer Science, Information Technology, or an equivalent qualification recognized by the Government.
• Proficient in Microsoft 365 and IT Helpdesk-related systems.
• Knowledgeable in EPF computer network operations and hardware.
• Up to date with the latest technology in Information Technology.
• Able to communicate effectively with users.

Responsibilities

• Deliver IT support by diagnosing and resolving hardware, software, and network issues.
• Manage incidents ensuring timely resolution and communication with users.
• Document solutions and escalate complex cases.
• Follow ITIL roles by performing duties as outlined in the ITIL Process Reference Guide.
• Manage daily emails received in the IT Helpdesk mailbox.
• Support branches during weekends and public holidays.

Job description

A leading IT support provider in Kuala Lumpur seeks a dedicated individual for frontline IT support. The role focuses on diagnosing and resolving hardware, software, and network issues while managing incidents through effective communication with users. Candidates should possess a diploma in Computer Science or related fields, be Malaysian citizens, and demonstrate strong customer service skills. The position demands flexibility, including support during weekends and public holidays, and adherence to ITIL processes.