Specialist – Service Desk Engineer (English and Bahasa Malaysia Language Support)

Responsibilities of the Role:

●Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.

● Provide technical support on end-user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.

● Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow-ups from previous shift teams & follow through with all related parties until ticket closure.

● Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.

● Follow standard operating procedures when triaging or troubleshooting a user issue.

● Provide Technical Sup...