GATES Technology Sdn Bhd

Key Responsibilities:
<ol>
<li>Customer Support Operations</li>
</ol>
<ul>
<li>Respond to customer enquiries via support email, WhatsApp, phone calls, and other designated support channels.</li>
<li>Register, update, and monitor support tickets in the designated ticketing system.</li>
<li>Follow up with users on reported issues and service requests.</li>
<li>Escalate unresolved or critical issues to the Executive or Senior Executive.</li>
</ul>
<ol start="2">
<li>Ticket Administration</li>
</ol>
<ul>
<li>Ensure all issues are logged with complete and accurate information.</li>
<li>Maintain and update ticket status throughout the support lifecycle.</li>
<li>Monitor assigned tickets to ensure timely resolution.</li>
</ul>
<ol start="3">
<li>User Communication</li>
</ol>
<ul>
<li>Serve as the first point of contact for users.</li>
<li>Provide guidance on system usage and standard operating procedures.</li>
<li>Maintain professional communication with PBTs and end users.</li>
</ul>
<ol start="4">
<li>Documentation Support</li>
</ol>
<ul>
<li>Assist in preparing and updating user manuals, SOPs, FAQs, and training materials.</li>
<li>Ensure support documents are organised and accessible.</li>
</ul>
<ol start="5">
<li>Training Support</li>
</ol>
<ul>
<li>Assist in organising and conducting training sessions.</li>
<li>Prepare training materials and attendance records.</li>
<li>Support users during training and post-training activities.</li>
</ul>
<ol start="6">
<li>Reporting &amp; Administrative Support</li>
</ol>
<ul>
<li>Update daily and weekly operational trackers.</li>
<li>Prepare operational data for reporting purposes.</li>
<li>Maintain accurate administrative records.</li>
<li>Perform any other duties assigned by the superior.</li>
</ul>
Job Requirements:
<ol>
<li>Minimum Diploma in Business Studies, Information Technology or equivalent.</li>
</ol>
2.Minimum 1 year of working experience as Helpdesk in IT industry.
3.Possess own transport and willing to travel.
Pay: RM1,800.00 - RM1,999.00 per month
Benefits:
<ul>
<li>Health insurance</li>
<li>Maternity leave</li>
<li>Opportunities for promotion</li>
<li>Parental leave</li>
<li>Professional development</li>
<li>Work from home</li>
</ul>
Application Question(s):
<ul>
<li>What is your expected salary for this position?</li>
<li>How long is your notice period with current company?</li>
</ul>
Education:
<ul>
<li>Diploma/Advanced Diploma (Required)</li>
</ul>
Experience:
<ul>
<li>IT Help desk: 1 year (Preferred)</li>
</ul>
Willingness to travel:
<ul>
<li>75% (Required)</li>
</ul>
Work Location: Hybrid remote in Johor Bahru (Johor Bahru)

Helpdesk Assistant (Johor Bharu)

Helpdesk Assistant (Johor Bharu)

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