L1 IT Operation Support Executive

Responsibilities:

• 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.

Requirements:

• Min. 1 year of experience in IT support or a related field. Fresh graduates (SPM & above) are encouraged to apply.

Comfortable to work rotational-shift environment.

• Experience in a banking or financial services environment is a plus but not mandatory.

Proficiency in Microsoft Windows family and end-user device peripheral hardware and software.

• Familiarity with ticketing systems and IT Service Management (ITSM) workflows is a plus but not mandatory.

Hands-on experience providing end-user support for operating systems is advantageous.

Job Types: Full-time, Permanent, Fresh graduate

Pay: RM2,

• 00 - RM3,000.00 per month
  
  Benefits:
• Health insurance

Professional development
Schedule:

• Day shift

Holidays

• Monday to Friday

Night shift

• Rotational shift

Supplemental Pay:

• Performance bonus

Application Question(s):

• Comfortable to work a rotational shift environment

* When are you able to start work Your notice period.

Expected Start Date: 09/01/2024