IT Help Desk

Job Description The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. He/ she focuses on first line support for standard and low complexity incidents and service requests. Key Roles and Responsibilities: ・ Monitors client infrastructure and solutions ・ Identify problems and errors prior to or when they occur ・ Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction ・ Investigate first line incidents assigned and identify the root cause of incidents and problems ・ Fulfil approved requests following agreed procedures ・ Provide telephonic or chat support to clients when required ・ Execute approved maintenance activities including patching and configuration changes ・ Follow the required handover procedures for shift changes to ensure service continuity ・ Report and escalate incidents where necessary ・ Ensure the efficient and comprehensive resolutions of incidents and requests ・ Proactively identify opportunities for work optimization ・ Update existing knowledge articles or create new ones ・ Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities. Job Requirements Educational background: Fresh graduates, and those with no experience are also welcomed Non-native (Japanese-speaking candidates): Japanese Language Proficiency Test (JLPT) minimum N2 level required English ability: Daily conversation to business level English English Level: Daily Conversation Level (TOEIC 475-730) Japanese Level: Native Level Working Hours 8:00 AM - 5:00 PM Malaysia time, hybrid (working from home + working from office) Monday - Friday (Saturday & Sunday off) Benefits & Welfare: Full social insurance coverage Education and training Annual dental benefits Health screening Annual leave: 15 days Wellness benefits, movie day Volunteer leave Sick Leave Congratulatory or Condolence Leave Paid Holidays Child-care Leave Five-Day Workweek