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Two95 International

IT Service Desk

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia$55k - $58kIn-person

About the Job

Requirements

  • The ideal candidate will have a four-year technical degree or equivalent work experience.
  • The candidate should have excellent communication skills, including active listening and the ability to convey empathy.
  • The candidate should have customer service skills to provide consistent, positive end-user experiences and address issues proactively.
  • The candidate should have analytical problem-solving skills and use available resources to resolve or anticipate problems, creating or updating processes, procedures, and knowledgebase resolutions as needed.
  • The candidate should have time-management skills, including setting appropriate resolution expectations with end users.
  • The candidate should be able to work independently with minimal supervision and offer and accept feedback and share knowledge with others.
  • The candidate should be able to build intra- and inter-team relationships and establish rapport with end users efficiently.
  • The candidate should be able to multitask and prioritize work effectively.
  • The candidate should have knowledge of Microsoft Windows 10 and 11.
  • The candidate should be familiar with Office 365 applications, including Teams, OneDrive, Outlook, and OneNote.
  • The candidate should be familiar with Microsoft Internet Explorer and Edge, Google Chrome, and Safari.
  • The candidate should be familiar with Adobe Acrobat, Foxit Reader, or other PDF applications.
  • The candidate should be familiar with ServiceNow.
  • The candidate should be familiar with iOS and Android devices.
  • The candidate should be familiar with System Center Configuration Manager (SCCM).

Responsibilities

  • Log incoming requests from calls, emails, voicemails, chats, instant messages, and other interactions in the ticketing system.
  • Provide accurate, thorough solutions to end-user interactions and escalate or transfer incidents as appropriate.
  • Provide end users with the status of their incidents or requests.
  • Troubleshoot PC hardware and software problems and perform software installations and upgrades.
  • Provide first-line support for internet browser, printer, application, and basic network issues.
  • Research, resolve, and respond to questions in accordance with established policies and procedures.
  • Develop communication skills and problem-solving techniques, and create more efficient support methods.
  • Assist with populating and maintaining the knowledgebase.
  • Attempt proactive resolution of end-user and IT support issues to maintain visibility within the end-user community.
  • Participate in team projects that enhance service quality and promote technical and career growth.
  • Coordinate incident resolution and service-request completion with various workgroups.
  • Identify trends in support issues when possible and create problem tickets.
  • Communicate with end users to gain agreement on resolutions and close tickets accordingly.
  • Provide Level 1 IT support, focusing on resolving incidents and service requests at first contact whenever possible.
  • Escalate unresolved issues to Level 2 or Level 3 resolver groups according to the defined support and escalation matrix.
  • Handle standard service-request fulfillment and provide dedicated executive support services to users in the offices of the Chairman, President, Executive Vice Presidents, and Vice Presidents.

Desired Qualifications

  • Technical certifications supporting the listed technologies are a plus.

About the Company

Two95 International

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