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 Support & Access Administration on the...