IT Technical Helpdesk - Multiple roles

Advange Group; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company is seeking an IT Technical Support specialist to provide M365 and desktop support. This role involves troubleshooting IT operational issues, delivering exceptional customer service, and collaborating across teams to ensure effective operations. Candidates should possess strong communication skills and experience in a corporate environment.

Qualifications

• Experience in customer service team preferable in a corporate environment.
• Proficient in English; basic communication skills in Thai, Korean, Japanese, or Cantonese/Mandarin are advantageous.

Responsibilities

• Support corporate users and troubleshoot daily IT operational issues.
• Provide Level 1 - Level 2 support and collaborate with teams for issue resolution.
• Analyze customer service data for improvement.

Skills

M365

Desktop support

ITSM support

Communication

Problem-solving

Decision-making

Conflict resolution

Job description

-- This is an IT Technical Support role which REQUIRES M365, Desktop support, and ITSM support experience.

-- This position is open for Malaysian or Malaysian PR only

-- Please indicate the job level you are applying for.

**Technical Knowledge Requirements:**

- M365 – SharePoint, OneDrive, User Access, Azure AD, Intune, Outlook

- Basic desktop or system troubleshooting; advanced troubleshooting for senior positions.

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• Support corporate users to address daily IT operational issues and troubleshoot.
• Provide Level 1 – Level 2 support to corporate users.
• Collaborate with cross-functional teams to identify and resolve customer issues.
• Build team knowledge base over time from past issue resolutions.
• Foster a positive team culture, promoting teamwork and open communication.
• Analyze customer service data, generate reports, and provide insights for service improvement.
• Ensure adherence to company policies, procedures, and regulatory requirements.

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- Proven experience in a customer service team, preferably within a call center or corporate environment.

- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and stakeholders.

- Proficient in English, with problem-solving, decision-making, and conflict resolution skills.

- Basic communication skills in Thai, Korean, Japanese, or Cantonese / Mandarin are a strong advantage.

- Ability to analyze customer service metrics for service improvement.

-- Senior Role Requirements --

- Experience in team scheduling and workforce management.

- Strong leadership and people management skills to motivate, coach, and develop a high-performing team.