SALARY RANGE: RM4,000-RM6,000

Responsibilities:

• Providing high-level IT support to staff and students, supervising IT technicians, and ensuring operational performance. The position will report to the Manager, Information Technology, and will work closely with other staff members on campus.
• Provide exceptional support.
• Develop and maintain procedural and technical documentation related to customer service and application support;
• Communicate and negotiate with vendors on project implementation;
• Manage customer service performance to meet a service target of 99.5% of service tickets resolved within the agreed time frame (SLA);
• Proactively resolve work-related issues and improve work processes.
• Direct and coordinate activities of help desk staff engaged in computer operations, either personally or through subordinates.
• Supervise IT technicians to ensure operational performance is achieved
• Update and report to the Assistant Manager, Customer Support and IT Manager on a weekly and monthly basis regarding operational tasks and projects.

Qualifications and Criteria:

• A bachelor’s degree in information technology or other related discipline from a recognized institution with at least three (3) years of work experience in the areas of operation support. Master’s degree holder can be considered.
• Demonstrates a strong commitment to delivering exceptional customer service, ensuring client satisfaction remains paramount.
• Proven ability in leading and overseeing customer service teams, with an advantageous background in a help desk environment.
• Accomplished in Microsoft-based desktop management, utilizing tools such as WDS, MDT, and SCCM to streamline operations.
• Exhibits adeptness in navigating the IT support landscape, encompassing hardware, applications, and print server management. Well-versed in Microsoft environments catering to 50-1000 end users and/or possessing MSP experience. Proficiency in Windows 10/11 and Windows Server.
• Proficient English Communication: Displays strong verbal and written English communication skills, accompanied by adept report writing and data or information analysis capabilities.
• Demonstrates competence in project management, encompassing the implementation, configuration, and testing of IT solutions.
• Proficiently manages help desk systems, with an advantageous familiarity with ManageEngine ServiceDesk.
• Proficiently engages in public presentations, conveying complex technical information effectively to diverse audiences.
• Competently conducts training sessions, imparting IT knowledge and skills to others.
• Proficiently oversees budgetary matters, ensuring efficient allocation of resources.
• Thrives in fast-paced scenarios, adept at orchestrating multiple tasks, tracking action items, adapting to shifting priorities, and meeting tight deadlines.
• Exhibits willingness to operate beyond regular office hours as necessary to fulfill job demands.