Summary of Specialist - Service Desk Engineer (English and Bahasa Malaysia Language Support)

Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.

Provide technical support on end-user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.

Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow-ups from previous shift teams & follow through with all related parties until ticket closure.

Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.

Follow standard operating procedures when triaging or troubleshooting a user issue.

Provide Technical Support & Access Administration on the following technologies:

End-user computing hardware i.e. PC / Laptop and peripherals

Google Workspace

JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the company

Endpoint Security Tools

Telephony Administration.

Familiarity with OKTA SSO.

Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfil requests from end users in cases where the issue needs to be escalated.

Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in-house.

In cases of widespread end user technical issues, immediately escalate to & work with the IT Shift Manager on-duty so the incident can be handled in accordance with the company’s Major Incident management process.