Axiom Technologies is a global-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com
We are urgently seeking a proactive, customer-focused IT Service Desk Analyst to join our support team based in Bayan Lepas, Penang. The successful candidate will act as a Level 1 IT Support Analyst, providing front-line support to end-users across various platforms. The role involves managing incoming support tickets, resolving common technical issues, escalating complex problems, and ensuring adherence to Service Level Agreements (SLAs). This position will require both remote and on-site support, depending on business needs.
Key Responsibilities:
Technical Support:
- Serve as the primary point of contact for users seeking technical assistance via phone, email, or the ticketing system.
- Deliver professional, courteous, and efficient support to resolve IT-related queries and issues.
- Diagnose and troubleshoot hardware, software, and network-related problems across desktops, laptops, printers, mobile devices, and peripherals.
- Walk users through step-by-step solutions in a clear and user-friendly manner.
- Ensure all support tickets are logged, updated, and closed accurately within the ticketing system
Onsite Support:
- Visit client sites or internal offices to troubleshoot issues, perform installations, and support projects.
- Configure and deploy hardware such as desktops, laptops, printers, and network equipment.
- Provide hands-on support during system upgrades or software rollouts.
Escalation & Issue Management:
- Escalate unresolved or complex technical issues to Level 2 or internal specialized teams.
- Ensure timely resolution and follow-up on all escalated tickets, maintaining effective communication with end-users.
- Identify and correctly handle Priority 1 and 2 incidents, adhering to Major Incident and Network Management protocols.
User & System Administration:
- Set up and configure new user accounts, email, and access to network resources.
- Perform basic Active Directory tasks, including password resets, account unlocks, and group memberships.
- Manage IT assets and ensure accurate documentation of hardware and software configurations.
Knowledge Sharing & Documentation:
- Maintain detailed and accurate records of all support interactions and resolutions in the CRM/ticketing system.
- Contribute to the internal knowledge base by documenting resolutions, troubleshooting steps, and common issues.
- Share knowledge and collaborate with team members to improve service delivery and promote continuous improvement.
Performance & Compliance:
- Ensure all incidents and service requests are resolved within agreed SLAs.
- Follow established IT policies, procedures, and security protocols.
- Assist in identifying recurring issues and suggest long-term fixes or improvements.
Qualifications & Skills:
Required:
- Diploma or Bachelor’s Degree in Information Technology, Computer Science, or related field.
- Minimum 1-2 years of experience in an IT Support or Helpdesk role.
- Strong knowledge of Windows OS, Microsoft Office Suite, and basic networking.
- Experience with remote desktop tools and ticketing systems.
- Excellent problem-solving and communication skills.
- Ability to work under pressure and prioritize tasks effectively.
- Fluent in English; Bahasa Malaysia is a plus.
Preferred:
- Experience with Active Directory, Office 365, VPNs, and antivirus solutions.
- ITIL Foundation certification or equivalent knowledge of ITIL processes.
- Familiarity with CRM/ticketing platforms such as ServiceNow, Zendesk, Freshdesk, etc.
- Experience supporting users in a corporate or MNC environment.
Key Competencies:
- Customer Service Orientation
- Technical Troubleshooting
- Team Collaboration
- Time Management
- Analytical Thinking
- Adaptability and Flexibility
What We Offer:
- Competitive salary package
- Exposure to multinational clients and enterprise IT environments
- Opportunities for growth and learning
- Supportive team culture
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.my@axiomtechnologies.com