IT Support Services Analyst

Clarivate; George Town; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to enhance their technical support team. In this vital role, you will provide high-level assistance to colleagues, troubleshoot complex hardware and software issues, and ensure seamless IT operations. Your expertise will help maintain system performance and improve user satisfaction through effective communication and training. Join this forward-thinking company and contribute to a collaborative environment where your skills can shine and make a significant impact on technology performance.

Qualifications

• 3 years of relevant experience in IT support.
• Strong understanding of hardware and software troubleshooting.

Responsibilities

• Provide high-level technical support to end-users for hardware and software issues.
• Conduct training sessions on IT tools and applications.
• Log and track support incidents using a ticketing system.

Skills

Technical Support

Troubleshooting

Customer Service

Documentation

Network Connectivity

Education

Bachelor’s Degree or Equivalent

Tools

Ticketing System

Job description

Job Responsibilities:

1. Provide and oversee timely and effective high-level technical support to end-users, addressing complex hardware, software, and network-related issues.

2. Troubleshoot and resolve IT problems via phone, email, or in person, ensuring minimal downtime and disruption.

3. Communicate technical solutions clearly and concisely to end-users in non-technical language to enhance understanding and satisfaction.

4. Interact with end-users professionally and courteously, ensuring a positive customer experience and ongoing satisfaction.

5. Support the deployment and maintenance of software applications, ensuring systems are up to date.

6. Conduct training sessions for end-users on hardware and software best practices, IT tools, and applications to improve productivity and security.

7. Install, configure, and maintain hardware components including desktops, laptops, printers, and peripherals.

8. Diagnose and resolve hardware, software, and network connectivity issues, escalating complex problems to higher-level support teams when necessary.

9. Log and track support incidents using a ticketing system, ensuring accurate documentation of issues and resolutions.

10. Prioritize and escalate issues as needed, collaborating with team members and other IT support teams to resolve technical challenges promptly.

11. Contribute to improving IT support processes and procedures.

12. Create and update documentation for IT processes, troubleshooting steps, and best practices.

13. Proactively identify recurring issues and contribute to developing long-term solutions.

14. Perform system updates and patches to maintain security and functionality, enforcing security policies to protect confidential information.

Minimum Qualifications:

• Bachelor’s Degree or Equivalent

• 3 Years of Relevant Experience

Job Category Summary:

Provides technical assistance and support to Clarivate colleagues, troubleshooting hardware and software issues to ensure seamless IT system operation. Responsible for resolving incidents, maintaining documentation, and implementing solutions to enhance overall technology performance.

At Clarivate, we are committed to equal employment opportunities for all persons, respecting hiring, compensation, promotion, training, and other employment terms. We comply with applicable laws and regulations governing non-discrimination in all locations.