Support Helpdesk Executive

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

Job summary

A technology support company in Cyberjaya is seeking a Support Helpdesk Executive to assist users with technical inquiries and issues. In this role, you will troubleshoot problems, document solutions, and collaborate with teams to ensure customer satisfaction. Ideal candidates should possess a relevant bachelor's degree and have prior experience in customer support. Strong communication and technical skills are essential.

Qualifications

• Bachelor’s degree in information technology, computer science, or related field (preferred).
• Previous experience in customer support or helpdesk roles.
• Strong technical aptitude and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to work well under pressure and prioritize tasks effectively.

Responsibilities

• Respond to user inquiries and support requests via phone, email, or ticketing system.
• Troubleshoot and resolve technical issues.
• Provide guidance and assistance to users on software functionality.
• Document and maintain records of support requests and resolutions.
• Coordinate with other support teams to resolve issues effectively.

Skills

Technical aptitude

Troubleshooting skills

Communication skills

Customer service skills

Ability to prioritize tasks

Education

Bachelor’s degree in information technology

Bachelor’s degree in computer science

Job description

Job Title: Support Helpdesk Executive

Key Responsibilities:

1. Respond to user inquiries and support requests via phone, email, or ticketing system.
2. Troubleshoot and resolve technical issues and escalate complex problems as needed.
3. Provide guidance and assistance to users on software functionality and usage.
4. Document and maintain records of support requests, resolutions, and troubleshooting steps.
5. Coordinate with other support teams and specialists to resolve user issues effectively.

Key KPIs/SLAs:

1. Timeliness of response and resolution to user inquiries and issues.
2. Customer satisfaction ratings and feedback.
3. Accuracy and completeness of support documentation and records.
4. Adherence to support processes and SLAs.
5. Continuous improvement in support skills and knowledge.

Desired Skills, Experience, Qualifications:

1. Bachelor’s degree in information technology, computer science, or related field (preferred).
2. Previous experience in customer support or helpdesk roles.
3. Strong technical aptitude and troubleshooting skills.
4. Excellent communication and customer service skills.
5. Ability to work well under pressure and prioritize tasks effectively.