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Information about Job

Job Title:   Service Desk Analyst (English, Cantonese & Mandarin)
Job Location:   Selangor
Job Salary:   4000 - 5000
Education:   Diploma
Experience:   1 - 2 Years
Preferred Age:   20 - 30 Years
Job Description:  

  • Responsible for providing technical support to Client’s users for incidents related to End User Computing such as PCs, laptops, printers, peripheral networked devices, scanners, MFDs (Multi Functions Devices) and attend to users’ service requests remotely.
  • Key focus areas for the Technical Helpdesk for End User Computing (EUC) includes:
    • End User remote support; and
    • Request Fulfilment
  • Provide technical IT support to users for EUC hardware and software related problems via remote assistance or guidance from the knowledge base recorded in Knowledge Database/ Repository.
  • Perform remote diagnosis using remote assistance tool and provide resolution. Users’ consent must be obtained before initiating the remote assistance connection to take over users’ PCs or laptops.
  • Coordinate with on-site resource dispatch for incident and projects (for specific requirements).
  • Escalate service requests and unresolved incidents to the appropriate next level support groups, including external parties such as third party suppliers.
  • Provide constant communication with users, keeping them informed of the progress of incident resolution, notification of outages and agreed Changes.
  • Interface with Incident Management, Level 2/ 3 support team to minimize the impact of incidents.
  • Interface with Problem Management team to prevent recurrence of incidents.
  • Interfacing with Change Management team for Change related requests.
  • Update the incident records and for resolved cases, obtain permission from the users to close the records.
  • Promote the environment of knowledge sharing among the Technical Helpdesk group
  • Continuously acquire technical support knowledge beyond the scope of helpdesk to achieve maximum first call resolution rate
  • Document all repeated incidents – identify trends to assist in future problem resolution
  • Ensure all service levels and key performance indicators are adhered to
  • Fulfill service requests logged by the Client’s users without the need to be physically presence at the Data Centre or user’s  premises:
    • Reset password
    • Unlock user account
    • Create/ Update/ Delete user account
    • Grant access rights to files and  folders
    • Configure Internet connectivity
    • Configure printers
    • Install new software programs
  • Update the service requests that are successfully fulfilled in  the  Service  Desk  system, obtain permission to close the service request upon user  verification
  • Ensure all service levels and key performance indicators are adhered to

Salary (MYR):   4000 - 5000
Last Date:   2016-10-31

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Information about the Company

Company Name: Tele-Temps Asia Pacific Sdn Bhd
Email Address:
Company's Phone: 03-20725588
Land Phone: 03-20728985
Business Details:
The Tele-Temps Group of Companies provides a one stop solution for the HR Industry. We provide tailor-made, wall-to-wall solutions - from researching, identifying,recruiting, and training to payrolling, benefits and compensation management and life event co-ordination of employees.
Company Website: http://tele-temps.com/

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