ICT Help Desk Operator (Helpdesk)
Summary
First-level ICT help desk operator in Kuala Lumpur: logs and classifies complaints via phone, email, and ticketing system, resolves basic Windows, Microsoft Office, user account, printer, and network issues remotely, and monitors SLAs with escalations and daily/monthly reporting, on rotating shifts including nights, weekends, and holidays.
Salary: RM 2,600 – RM 3,300 per month
About the role
This is an ICT support role responsible for receiving, recording, and classifying ICT complaints via phone, email, and ticket system, determining complaint severity, and resolving first-level issues remotely.
Key responsibilities
Receive, record, and classify ICT complaints via phone, e-mail, and ticket system within 10 minutes
Determine the seriousness of the complaint and send it to the technician or engineer immediately
Solve first-level problems remotely including user account, Windows, Microsoft Office, printer, and basic network
Monitor the status of each ticket compared to the response time target, as well as making escalations if the target is almost violated
Get user verification before closing the ticket
Provide Daily Incident Reports and assist in the provision of monthly reports
About you
Malaysian Citizen
Diploma or Certificate of Proficiency in the field of IT or equivalent
At least 2 years of experience in help desk, service desk, or IT support
Able to work in shifts (morning, evening, night), including weekends and public holidays
No criminal record, drug-free, able to undergo royal security, and sign a Secret Agreement (NDA)
Communicate well in Malaysian and English (oral and written)
Experience using the ticket system (example: ServiceNow, ManageEngine, Jira Service Management)
ITIL Foundation or CompTIA A+
Experience working at the royal agency assistance desk
Benefits
Elaun syif night
Caruman KWSP, PERKESO, SIP, and annual leave according to the 1955 Work Deed
Practice systems and procedures before duty