Team Lead (Helpdesk)

SupportFinity™; Petaling Jaya; On-site; MYR 7,000 - 12,000; Full time

Job summary

SupportFinity™ Malaysia is hiring an IT Service Support Specialist to assist IT in coordinating application and software releases, including resource planning for multiple projects.

You will monitor daily ticket status, provide end-user support via phone, email, live chat or web-form, and apply ITIL practices to incident and request management with a focus on timely resolution. Stand-in for team members, escalate when needed, and maintain knowledge base.

Qualifications

• Candidate must have Diploma/Advanced Diploma or Bachelor's in Computer Science/IT.
• At least 4 years of related working experience.
• ITIL framework knowledge; familiarity with incident and request management.
• Able to delegate responsibilities for BAU and ad-hoc requests.
• Good communication in English, Malay and Chinese (written and spoken).

Responsibilities

• Assist IT to coordinate application and software releases, including resource planning.
• Oversee day-to-day ticket status and coordinate with PICs.
• Provide technical and process assistance to end-users via phone, email, live chat or web-form.
• Diagnose and troubleshoot end-user problems across network, hardware and software.
• Prepare monthly duty roster and reporting for service reviews.

Skills

End User Computing

Endpoint skills

Microsoft Operating System

O365

PaaS

IaaS

Education

Diploma / Advanced Diploma in Computer Science / IT

Bachelor's degree in Computer Science / Information Technology

Tools

ServiceNow

Manage Engine

Microsoft Dynamics 365

Job description

• Assist IT to coordinate application and software releases (includes resource planning allocation), CEO initiatives or group initiative tasks, etc.
• Posses IT Technical skills in End User Computing or Endpoint technical skills in Microsoft Operating System, O365, Standard Business applications (Adobe, Jira, Power BI, Power Automate and etc) and PaaS or IaaS fundamental understanding.
• Have various skill and knowledge in ITSM tools such as ServiceNow, Manage Engine and Microsoft Dynamics 365.
• Oversee the status of tickets on a day-to-day basis; including current tickets per agent, current unattended tickets and follow up with respective PIC.
• Ensure outstanding tickets are handled on a timely manner and follow up with respective team members if there are no updates on their tasks/tickets.
• Prepare monthly duty roster/timesheet in maintaining reporting documentation for monthly service review and team performance (Incidents and Request)
• Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
• Upload and update documents in knowledge base.
• To act as point-of-escalation for the team members for any high priority incidents / requests, ensuring that the team handles such tickets efficiently and effectively.
• Stand-in for team members whenever required, including taking over new and existing cases whether onsite and remotely, following the tasks below:
• To provide technical and process assistance to end-users via phone, email, live chat or web-form.
• Diagnosing and troubleshoot end-users’ problems with various IT tools.
• To perform an initial assessment, attempts to resolve or escalation of the problem, based on agreed service level.
• Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
• To monitor the escalation procedures and keep end-users informed.
• Responding to the users by answering the telephone calls or by conducting field visits.
• Ability to troubleshoot network (WAN, LAN, Wi-Fi and VPN), hardware (IBM devices) and software problems quickly and accurately via phone, email, remotely and on-site within client site.

• Assist IT to coordinate application and software releases (includes resource planning allocation), CEO initiatives or group initiative tasks, etc.
• Posses IT Technical skills in End User Computing or Endpoint technical skills in Microsoft Operating System, O365, Standard Business applications (Adobe, Jira, Power BI, Power Automate and etc) and PaaS or IaaS fundamental understanding.
• Have various skill and knowledge in ITSM tools such as ServiceNow, Manage Engine and Microsoft Dynamics 365.
• Oversee the status of tickets on a day-to-day basis; including current tickets per agent, current unattended tickets and follow up with respective PIC.
• Ensure outstanding tickets are handled on a timely manner and follow up with respective team members if there are no updates on their tasks/tickets.
• Prepare monthly duty roster/timesheet in maintaining reporting documentation for monthly service review and team performance (Incidents and Request)
• Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
• Upload and update documents in knowledge base.
• To act as point-of-escalation for the team members for any high priority incidents / requests, ensuring that the team handles such tickets efficiently and effectively.
• Stand-in for team members whenever required, including taking over new and existing cases whether onsite and remotely, following the tasks below:
• To provide technical and process assistance to end-users via phone, email, live chat or web-form.
• Diagnosing and troubleshoot end-users’ problems with various IT tools.
• To perform an initial assessment, attempts to resolve or escalation of the problem, based on agreed service level.
• Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
• To monitor the escalation procedures and keep end-users informed.
• Responding to the users by answering the telephone calls or by conducting field visits.
• Ability to troubleshoot network (WAN, LAN, Wi-Fi and VPN), hardware (IBM devices) and software problems quickly and accurately via phone, email, remotely and on-site within client site.

Job Requirement

• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Computer Science / Information Technology
• Preferably at least 4 years of related working experience.
• Preferably Executive specializing in Information Technology or equivalent.
• Posses ITIL Framework and understanding (ITIL certification is an added advantage), familiar incident management & request management.

• Able delegate responsibilities to relevant team members for specific tasks for both BAU and ad-hoc requests.
• Good communication skills in English,Malay,Chinese language for both spoken and written.