Helpdesk Support

Impact Business Solutions Sdn. Bhd. · Kuching, Sarawak · 1 week ago

Key Resposibilities

Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system
Troubleshoot and resolve hardware, software, and network issues
Escalate complex problems to second or third-level support as needed
Maintain accurate documentation of incidents, service requests, and resolutions
Continuously monitor network, servers, applications, and infrastructure using monitoring tools
Respond to alerts and incidents to ensure system uptime and service availability.
Coordinate with clients and support teams to address outages and performance issues.
Generate and distribute incident and performance reports as required.
Perform routine system maintenance, updates, and backups.
Assist with IT asset management and inventory tracking.
Support onboarding and offboarding processes (e.g., account setup, equipment provisioning).
Ensure compliance with IT policies, procedures, and SLAs.

Requirements

Minimum Diploma or Degree in Information Technology, Computer Science or a related field.
Fresh graduates are welcome to apply. Candidates with 1-2 years experience in IT Support, Service Desk, or NOC Operations will have an added advantage
Strong analytical and troubleshooting skills
Excellent communication and interpersonal skills. Proficient in Mandarin will be an added advantage
Ability to work in shifts, including nights, weekends and holidays (24/7 support environment)
Willingness to work overtime when required
Team player with a customer-oriented mindset and attention to details

Perks and Benefits

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