IT Helpdesk Executive (Based in PJ)
Summary
Provides first-level (L1) IT support for internal users and customers, troubleshooting Windows, Microsoft Office, hardware, printers, and network issues, logging tickets in an ITSM system, and supporting in-house web applications, UAT, and project deployments alongside development and infrastructure teams.
JOB OBJECTIVES
The IT Helpdesk Executive is responsible for providing first-level technical support for internal users and customers, including business applications, end-user devices, infrastructure, and network-related issues. The role will work closely with the Project, Software Development, and Infrastructure teams to ensure smooth daily IT operations and project implementation.
JOB DUTIES AND RESPONSIBILITIES
1) IT Support
Provide Level 1 technical support for software, hardware, printers, email, and operating systems.
Install, configure, and maintain desktops, laptops, and peripherals.
Troubleshoot Windows operating system and Microsoft Office issues.
Handle user account creation, password resets, and access requests.
Record and update incidents in the IT Service Management (ITSM) system.
Escalate unresolved issues to Level 2 or Level 3 support teams.
2) Application Support
Provide first-line support for in-house web applications.
Perform application testing before production deployment.
Verify reported bugs and reproduce issues for developers.
Assist users during UAT and post-implementation support.
Monitor application health and basic system logs.
3) Project Support
Assist in project implementation activities.
Prepare deployment checklists and implementation documentation.
Support software deployment and configuration.
Coordinate with internal teams during project rollout.
Participate in project meetings when required.
4) Documentation
Maintain IT asset inventory.
Update SOPs, user guides, and technical documentation.
Document troubleshooting procedures and knowledge base articles.
Professional / Technical Qualification(s) Education
Diploma or Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or equivalent.
3 -5 years of IT Support, Helpdesk, or Technical Support experience is an advantage.
Windows 10/11
Microsoft Office 365
Basic networking
Hardware troubleshooting
Basic SQL knowledge is an advantage
Basic web application troubleshooting
Knowledge of ITSM concepts is an advantage