SYSTEM HELPDESK CUM TESTER

Salary: RM 2,500 – RM 3,000 per month

-Provide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes.

-Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines.

-Maintain availability to customers and other team members during normal working hours and be available to flex your schedule to accommodate trends in issue.

-Provides support to applications implemented at client sites.

-Keep the applications up and running whenever incident raised by clients within SLAs defined.

-Respond to emergency callout, provide first level diagnosis of problems, and escalate as and when necessary.

-Monitor incident raised and work closely until the issues are resolved.

-Engaging with the relevant teams and managing cases through to resolution

-Facilitate and liaise communication across internal teams and update the customers systematically.

-Consistently communicate with customers to convey the status of fixes, triage, and questions

-Alert management proactively about customer issues that are heading toward escalation, or which require special handling.

-Maintain strong working knowledge of all related products, technologies and upcoming releases.

-Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points.

-To work on non- business hours.