Note: This position is based in Malaysia. Relocation and employment pass will be provided.
Responsibilities:
- Provide level 1 remote desktop support and perform other activities based on SOPs.
- Route issues to internal 2nd and 3rd level IT support staff.
- Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customer end users.
- Coordinate and manage relationships with vendors and support staff for hardware, software, and network problem resolution.
- Administer and provide user account provisioning.
- Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
- Identify, evaluate, and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or write training procedures.
- Participate in ongoing training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation, including standards, configurations, and diagrams.
- Provide knowledge transfer of EUC operations.
- Documenting issues, resolutions, and maintaining the knowledge base.
- Use the Incident Management System to document and manage problems and work requests, including their resolutions and circumventions.
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, and reopened cases.
- Maintain high login efficiency (availability) for customers.
Requirements:
- Bachelor Degree in IT, Computer Science, or any related field
- 2 to 3 years of experience in service desk/IT helpdesk/technical support in global setting.
- Proficient in Arabic/Hebrew and English Language to support Arabic/Hebrew Market.
- Hands-on experience with Windows-based client operating systems (Windows 7, 10, 11).
- Knowledge of server, network, storage, and other IT infrastructure devices.
- Proficiency in Active Directory and Exchange.
- Familiarity with ITSM tools like ServiceNow.
- In-depth knowledge of MS Office Suite.
- Understanding of internet browsers, VPN, remote dial-in users, and desktop applications like WinZip and Acrobat.
- Support knowledge for laptops, desktops, printers, PDAs, and Blackberry devices.
- Strong verbal and written communication skills.
- Ability to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service levels.
- Able to work well with little direction and in a team atmosphere.
- Ability to triage effectively under pressure.
