Senior Helpdesk Executive

Role:Senior Executive Helpdesk

Role Type: Initial 1 Year and Extendable Contract through Optimum Infosolutions KL, Malaysia

Job Location: Tropicana, Petaling Jaya, Selangor, Malaysia

Job Description (JD):-

Work as part of Service Desk team to support AmBank Group of users following Service Desk Standard Operating procedures (SOPs) which include:

Attending inbound calls and enquiries from users complying with the service targets set for Call Management Voice Message.

Respond to internal enquiries via email to assist on IT related matter.

Log, Classify, diagnose all tickets in our ticketing tool and strive to provide a first-time fix resolution whenever possible.

Manage queues effectively, prioritizing, updating, escalating, and resolving incidents and service requests adherence to our Service Level Agreement.

Advance tickets to appropriate resolver groups when vital, ensuring appropriate advancement based on impact and urgency.

To work closely with various teams to provide feedback and follow-up on status updates for outstanding problem & request.

Send daily reports timely & assist on task assigned whenever is required.

Assisting in all projects and tasks involving Service desk and ensuring continuous support.

Key Skills / Knowledge and Behaviors (if applicable)

IT Degree graduate with min 2 years experience in related field OR

Diploma with 3 years of working experience in Service Desk related field.

Has 1 - 1.5 level knowledge and experience on Microsoft O365 product troubleshooting and fix.

Willingness to work shift hours and acquire good punctuality and reliability.

Good proficient in both written and spoken English in both verbally and in writing and sound analytical skills.

A customer-focused mentality with excellent phone and ticket documentation skills.

Adaptive learner with a keen curiosity about recent technologies and processes and good team player.

Ability to remain calm under pressure with well-developed interpersonal and prioritization skills.

Flexible and able to react positively and quickly to changing pressures and priorities.

Able to work independently with min supervision and under pressure.