Helpdesk Application And Customer Support

Responsibilities

• You shall provide 1st level IIS Portal support.
• You shall provide 1st level LMS CN Portal support.
• You shall assist IIS and LMS CN administration matters to students and staffs.
• You shall provide support via 3 channels: (1) Online via IIS emails, LMS master emails, IIS Feedback portal, 2) Phone support and (3) Walk-in to counter.
• You shall provide technical and troubleshooting assistance in arising issue in assigned areas.
• You shall escalate issues up to the IIS & CN developer/database team when needed.
• You shall participate in the testing phase for any changes made to the application.
• You shall be able to translate technical knowledge into the written form when communicating with teammates, colleagues, end-users and customers, when necessary.
• You shall compile and file documentation and generate the guidelines in different forms, when necessary.
• You shall work under minimal supervision to receive calls, emails, walk-ins and all form of communication to attend and respond within stipulated working hours to end-users and customers inquires and operation assistance.
• You shall be ready to provide briefing to end-users and customers in campus event.
• You shall be ready 10 minutes earlier at the helpdesk.
• You shall perform all other duties relating to the above may be assigned to you by your supervisor from time to time.

Requirements

• Candidate must possess at least a bachelor’s degree in Information Technology, Computer Science or degree in relevant field.
• At least two (2) years of working experiences in helpdesk support or relevant support area.
• Ability to converse, write and read English efficiently.
• Excellent follow-up, communication and time management skills.
• Have team spirit, able to engage and discuss to find solution among the team.
• Excellent customer service-oriented behavior (including comfort emotion and tone).
• Candidate must be willing to work in Cheras, Kuala Lumpur.