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