Service Desk Analyst

CTC Global; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A tech support company is looking for a Helpdesk Support Technician in Cyberjaya. The role involves recording user queries, troubleshooting issues over the phone, and managing problem tickets in the helpdesk system. Candidates must hold a Diploma or Bachelor’s Degree in Computer Science or IT, have solid knowledge of Windows Operating Systems, and possess strong interpersonal skills. This is a contract position with a focus on effective communication and problem-solving abilities.

Qualifications

• Degree in Computer Science/IT or equivalent.
• 1 year of experience in a helpdesk support role.
• Ability to work under pressure and prioritize tasks.

Responsibilities

• Record and update user information in the helpdesk system.
• Perform first-level troubleshooting via phone.
• Log and document all problems and inquiries in the system.

Skills

Interpersonal skills

Communication skills

Problem troubleshooting

Fluent in English

Education

Diploma or Bachelor’s Degree in Computer Science/Information Technology

Tools

Windows Operating Systems

Mcafee

PC hardware

Job description

Responsibilities

• Recording user information, verify and update in the helpdesk system
• Performing 1st level problem troubleshooting via phone
• Documenting problems – log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
• Prioritize problems – assigning problems to the proper category in the helpdesk system
• Routing/escalating calls to appropriate level 2 resolving group as per defined escalation process
• Monitor, update and close calls
• Experience in Call System HP Service module
• Experience in First Level support Wintel desktop MS Office and Outlook

Requirements

• Candidate to possess at least a Diploma or Bachelor’s Degree in Computer Science/Information Technology or equivalent
• Working knowledge in Window Operating Systems, Mcafee, PC hardware
• Good interpersonal, communications and written skills; professional e‑mail and telephone conduct. Fluent in English, both written and spoken
• Ability to work under pressure and be highly pro‑active in prioritizing issues and tasks
• Ability to work across organizational boundaries in a professional manner
• Attendance adherence is essential for this role
• Applicants must be willing to work in Cyberjaya or Petaling Jaya
• Applicants should be Malaysian citizens
• 1 year contract position

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