Infra Service Desk Support (Level 1)ID:49147

4,000 MYR ~ 10,000 MYRKL Sentral
  • Job Category

    Project Manager

  • Industry

    Call Center

  • Job Description

    <Responsibility of / Expectations from the Role>
     Learn and understand Service desk process.
     Responding to queries and problem via mail, ticket system, Skype or phone based on KPI/SLA.
     Correspondence to Japanese staff in Japanese and cooperation with Japanese staff at the head office.
     Perform test on new software and hardware.
     Documentation on the installation and user guideline.
     Support for system application to head office.

  • Requirement

    Desired Competencies (Technical/Behavioral Competency)
    • First line Service Desk support on IT related user questions, request fulfilment and incidents.
    • Correspondence in Japanese and English.
    • Experience in using ticketing tools especially Remedy Force/ ServiceNow
    • Responding to inquiries and problem for Office 365, McAfee and Citrix
    • Testing of new hardware and software on computers
    • Installation and registration of IT related hardware and software.
    • Troubleshoots minor equipment malfunctions and corrects them.
    • Performs task necessary to prepare computer-provided information for delivery to requesting users.
    • Managing cases in ticket system according to company standards and ITIL best practices
    • Train and coach staff on operating systems and tools.
    • Creating a manual when introducing a new system

    -Mandatory Technical Skill Set End User Support:
    1. Windows 10
    2. Office 365 (SharePoint/ Yammer/ Teams/ Skype/ Forms/ Flow/ Exchange)
    3. Citrix Client and Administration
    4. McAfee (DLP Data Lost Prevention/ EPO ePolicy Orchestrator/ Encryption)
    5. Active Directory Administration
    6. Remedy Force/ ServiceNow Ticket Tools

    -Good-to-have Technical Skill Set End User Support:
    1. Office 2016 (Word/ Excel/ Powerpoint/ Outlook)
    2. Titus Data Security
    3. Cisco AnyConnect
    4. iPhone/ Android mobile support
    5. MDM Mobile Device Management
    6. Basic Networking

    - Mandatory Language (Spoken/Written) English Japanese
    - Qualification (Mandatory) ITIL certification
    - Qualification (Good to have) Microsoft MCSA, Citrix CCA certification
    - Desired Experience Range 2-5 Years

  • Other Language

    English, Japanese

  • Benefit

    Salary RM4000- 7000
    8:30am -5:30pm

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