Service Desk Engineer

Elsa Talent Solutions Sdn. Bhd.; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A technology solutions firm seeks a Service Desk technician in Kuala Lumpur. The role involves generating reports, troubleshooting connectivity issues, and providing IT support. Candidates must have at least a diploma in Computer Science or IT, ITIL v3 certification, and a minimum of 3 years experience in Service Desk operations. The position also requires familiarity with IT incident and service request management and basic networking skills. This is an opportunity to contribute to a supportive IT environment.

Qualifications

• Minimum 3 years experience in Service Desk.
• Familiar with IT Incident Management and Service Request Management.
• Basic understanding of networking protocols (TCP/IP, DHCP, DNS).

Responsibilities

• Submission of various performance reports.
• Perform first-level troubleshooting for connectivity issues.
• Monitor and track support requests to ensure prompt follow-up.

Skills

Basic network troubleshooting skills

Knowledge of IT security best practices

Familiarity with ticketing systems

Good communication skills

Education

Diploma in Computer Science/Information Technology

Tools

ITIL v3

Basic Offshore Safety Induction and Emergency Training (BOSEIT)

Job description

Responsibilities

• Submission of report on weekly/ monthly/ yearly which consist of but not limited to:
  • Service Desk statical report.
  • Service Level Agreement (SLA) performance report.
  • Technical report on system health
  • Incident and request report
• First-Level Troubleshooting such as handling basic connectivity issues (LAN/WAN/Wi-Fi), assisting users with network access problems (e.g., VPN, IP conflicts) and inspecting physical layer issues like cabling and port status.
• Monitor on network performance using tools to track uptime, latency, and other key indicators and perform basic network troubleshooting.
• Monitor and track support requests to ensure prompt follow-up and resolution.
• Install, configure, and maintain software applications and IT hardware.
• Assist with the onboarding of new employees, including setting up software, hardware and user profile.
• Support user administration, roles, and authorizations when required.
• Perform routine IT system checks to ensure smooth operation.
• Maintain and update internal knowledge base with troubleshooting steps and solutions.
• Document all service desk communication and resolutions within the ticketing system.
• To escalate related issues to respective third-party suppliers (e.g. hardware manufacturers, applications vendor) and ensure that fulfilment of services to be carried out, as part of Supplier Management Services.
• Keep up to date on all IT assets and equipment in IT Asset Management System.
• Perform any IT-related duties delegated by the CPOC IT representative.

Requirements

• Candidates must possess at least a Diploma, Advanced/ Higher/ Graduate Diploma, Computer Science/ Information Technology or equivalent.
• Possess Information Technology Infrastructure Library (ITIL) v3 and Basic Offshore Safety Induction and Emergency Training (BOSEIT) certification.
• Minimum (3) years experience in Service Desk.
• Familiar with Information Technology (IT) Incident Management, Service Request Management and Change Management following the ITIL standard.
• Familiarity with ticketing systems and remote desktop support tools and good understanding of IT security best practice and data protection policies.
• Focal point to respond and manage incoming IT service requests and incident via Teams chat, email, and helpdesk ticketing system in a timely and efficient manner.
• Understand and perform basic network troubleshooting skills on Layer 1 and 2.
• Basic understanding of networking protocols (TCP/IP, DHCP, DNS, etc.)
• Experience in IT Facility and asset management (IT inventory maintenance) services.
• Service Desk engineer work schedule adheres to CPOC working calendar.
• Candidates might require travel offshore.