Infra Service Desk Support (Level 1)ID:491474,000 MYR ~ 10,000 MYRKL Sentral
<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.
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
Salary RM4000- 7000
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