Senior Executive - End User Support

Job Summary

As a Senior Executive, End User Support, your primary responsibility is to provide first-line technical support and troubleshooting assistance to end-users within the organization. This role involves responding to inquiries, diagnosing and resolving basic hardware and software issues, and escalating more complex problems to higher-level support teams.

Key Responsibilities

• Act as the initial point of contact for all IT-related issues, incidents, and requests from end-users via various channels (phone, email, chat, etc.).
• Receive, log, categorize, prioritize, and resolve incidents or escalate them to appropriate support teams according to established Service Level Agreements (SLAs).
• Assist users with basic hardware and software problems, including desktops, laptops, printers, and applications.
• Diagnose and resolve common IT-related problems, such as connectivity issues, software errors, and login difficulties.
• Identify opportunities for process improvements and contribute to the enhancement of IT service delivery.
• Follow established procedures for problem identification and resolution.
• Maintain accurate and detailed records of each support request in the ticketing system.
• Escalate complex issues to Level 2 or Level 3 support teams as needed.
• Collaborate with other IT teams to ensure timely and effective problem resolution.
• Provide basic training and guidance to end-users on how to use common applications and systems.
• Offer tips for preventing future technical issues.
• Adhere to security policies and procedures to ensure the confidentiality and integrity of company data.
• Assist in implementing and enforcing IT compliance standards.

• To comply and adhere to all matters pertaining to Quality, Safety & Health and Environment related to the job scope and work place as required by the Company.
• Any other duties that will be assigned from time to time by the Management

Qualifications

• Bachelor's degree in computer science, Information Systems or equivalent.
• 2-3 years of working experience in IT Service Desk, Helpdesk related field.  
• Strong troubleshooting skills, with the ability to quickly identify and resolve issues.
• Strong communication skills, result oriented, self-motivated, independent, with the ability to work closely with other IT professionals and stakeholders.
• Possess good verbal and written communication skills in English, Bahasa Malaysia or additional languages is an added advantage.
• Typically works in an office environment and may be required to provide on-call or after-hours support on a rotating basis.

Skills & Abilities

• Familiar with ITIL, ITSM and have worked with any ITSM ticketing tools.
• Good understanding on ITSM processes such as Incident, Request, Change, Problem Management.
• Possessed Knowledge in common OS and hardware: Windows, iOS, Android
• Possessed basic networking knowledge and skills such as DNS, DHCP, Internet, Wireless, Firewall, etc
• Familiar with a wide range of software applications, including productivity suites, email clients, and specialized industry-specific software.
• Possessed experience in using remote tools for troubleshooting.

Expected Minimum Years of Experience

2-3 years