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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.


(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

(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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