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Looking for the IT Professionals to work as "IT Helpdesk" in a MNC in Cyberjaya(Selangor).

Company Name Confidential

Keywords / Skills : IT Helpdesk, IT Technical Helpdesk, Service Desk, Help Desk, Helpdesk Executive, Customer Support, Technical Support, Technical Helpdesk, Helpdesk Coordinator, It Coordinator, Call Coordinator, SDA, Service Desk Analyst

1 - 10 years
Posted: 2019-06-14

Job Description
The Service Desk Engineer (SDE L1) is responsible for provide first level technical support to NEC’s customers. SDE L1 will work closely with Service Desk Team Leads & 2nd Level Support Engineers to achieve this purpose.

Responsibilities:

(Describe the important end results of the job, i.e., what has to be achieved and why. Start with the most important and number each one separately)

• Respond to the incoming enquiries/incident/request (Call, Email, Portal etc.) within Service Level Agreement (SLA)
• all Record and manage issues in IT Service Management (ITSM).
• Perform 1st level trouble-shooting on desktop and basic systems/network issues.
• requests/issues to Escalate the appropriate resolver group according to SLA
• status Provide timely update to customers on issues escalated and to follow up tickets till closure within SLA
• are Ensure daily tasks executed according to SOP (Standard Operation Procedure).
• duties as Any other ad-hoc required or assigned

Requirements:
(Indicate the qualifications, education, associated training, background knowledge, skills and attributes to perform the job competently)

• Minimum - Diploma in IT / Computer Engineering
• year experience Minimum – 1 in bilingual support for English & Mandarin in 24by7 call centre / helpdesk environment.
• 12-hour Willing to perform Shift Work
• in a Be able to perform fast paced environment
• Outlook, Experience on Windows OS, MAC, Office 2013 / 2016, VPN, Remote Desktop, Printer support are desired.
• Fast & accurate data entry skills
• ITIL would Certification in be an added advantage


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