Act as single point of contact for all IT Incidents and Service Request.- Dealing with incoming incidents in a professional, courteous manner over the phone and via email.
Taking ownership of incidents and managing them in a logical and methodical manner.
- Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures.
Provide Level 1 support on desktops / standard applications/Production environment monitoring.- Log, track, follow up, update and monitor issues logged into ticketing system.
Ensuring all tickets are progressed and resolved within SLA escalating to other internal and external teams as appropriate.
- Proactively keeping the end-users informed of the progression update.
Diagnosing and resolving incidents to the end-users satisfaction.- Escalate and follow up Incidents and Service Request raised to Level 2 if they are unable to resolve via first call resolution.
Escalate the issues to other hardware/software vendors, if the issues are not supported by.
- Liaising with authorized service provider on replacing faulty parts that are within warranty period.
Job Type: Full-time
Pay: From RM2,
- 00 per month
Benefits: - Health insurance
Schedule:
Night shift
Application Question(s):- Will you be able to work on 24x7 Shift
How long is your notice period
Location:
Expected Start Date: 09/02/2024
