Full Time
Malaysia, Penang
Posted 3 weeks ago

Axiom Technologies is an 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 looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

IT Skills and Experience

  • Handle calls, chats and emails for L1 Support\Triage without any deviation in
    SLA
  • Ensure to read all the emails from the management and react/respond based on
    the urgency
  • Escalate to Leads/Manager for help when required
  • Create ticket for every interaction with user, if there is no already existing ticket
  • Each ticket cancelled has got approval (NOT cancelling the ticket and then taking
    approval)
  • Assign out of scope tickets to other resolver groups appropriately
  • Responsible for Service ticket creation/ resolution/ assignment/ categorization/
  • prioritization/ escalation/ tracking/ closure and feedback as per defined SLAs and
    KPIs
  • Managing phone calls received from the client by applying the specific rules and
  • rovisions communicated at the process level
  • All the tickets owned are followed up daily through Skype, call and email.
  • Update the tickets with appropriate notes
  • Solving technical problems/incidents reported at the process level by following
    the specific steps and by being compliant with all the communicated parameters
    and specifications
     
    Incident Management
  • Preparing the MIS incidents in accordance with internal requirements
  • Redistributing the tickets that have not been resolved (when applicable)
  • Routing / tracking the tickets allocated in the system or other PRGs
  • Proactive actions in order to effectively manage the Service Now Queue
    Management
     

    Public
    Problem Management
  • Identifying the general tendencies at the call/ticket level and communicating the
    results to the supervisor in order to manage better the activity at the project level
  • Creating additional tickets for simpler issues and connecting them to the parent
    tickets (which describe the general issue)
  • Monitoring the case resolution and updating information
  • Contacting the customer in order to confirm the encountered issues (where
    applicable
  • Adherence to the quality standards communicated at the process level
     
    Critical Skills
  • Knowledge of ITIL Service Delivery (Incident, Problem and Change Management
    procedure)
  • Troubleshooting skills and experience in solving UAM, PWD resetting and
    messaging
  • Troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)
  • Synthesis capacity
  • Willingness to work an 8h shift between 7:00 – 19:00 (summer) or 6:00 – 18:00
    (winter)
  • Troubleshooting skills for VPN connectivity, calling, wireless routers
  • Knowledge of the register with active addresses, domain controllers, etc.
  • Exposure to password reset tools
  • Preferably knowledge of Laptop/Desktop/iPad/iPhone & Android devices;
  • Troubleshooting skills for VPN connectivity, dial-out, wireless routers, Windows
    issues;
  • Troubleshooting experience using remote control tools
  • Previous experience of IT support in a Corporate environment and/or other high
    customer sensitivity functions is a plus.
  • 1-3 years of relevant experience

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

Job Features

Job Category

Technical

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