Act as single point of contact for users for all IT Incidents and Service Request. Dealing with incoming incidents in a professional, courteous manner over the phone and via email. Taking ownership of incidents and managing them in a logical and methodical manner. Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures. Provide Level 1 support on desktops and standard applications. Log, track, follow up, update and monitor issues logged into SDP (ticketing system). Conducting full and thorough diagnostics with the end-users to for first call resolution. Ensuring all tickets are progressed and resolved within SLA – escalating to other internal and external teams as appropriate. Managing incidents through entire lifecycle from single point of contact until resolved. Proactively keeping the end-users informed of the progression update. Diagnosing and resolving incidents to the end-users satisfaction. Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution. To ensure all Incidents and Service Request raised via email are attended within 2 hours and calls within 15 minutes. Trigger Incident Management Procedure as and when required. Escalate the issues to other hardware/software vendors, if the issues are not supported by. Liaising with authorized service provider on replacing faulty parts that are within warranty period.

Kuala Lumpur