Internship - Helpdesk & RMA (Return Merchandise Authorization)

Job Overview

The Intern – Helpdesk & RMA will rotate between the Helpdesk and RMA functions, gaining practical exposure to end-user IT support, basic troubleshooting, returned equipment processing, inventory management and related administrative activities. The intern will work under the guidance and supervision of the respective team members.

Key Responsibilities

A. Helpdesk Support

• Assist as the first point of contact for end-user IT support via phone, email or ticketing system.
• Assist in logging and documenting support requests, troubleshooting steps and actions taken in the ticketing system.
• Support First Call Resolution (FCR) for basic technical issues under supervision.
• Assist with first-level troubleshooting of desktops, laptops and common software applications.
• Provide basic remote troubleshooting or configuration assistance and escalate unresolved issues to senior technicians.
• Monitor and follow up on open tickets to ensure timely updates and resolution.
• Assist with on-site troubleshooting, equipment replacement and collection of faulty units when required.
• Assist in preparing and maintaining Helpdesk records, reports and documentation.
• Perform other ad-hoc tasks assigned by the supervisor or management.

B. RMA Support

• Assist in processing returned equipment and parts according to standard procedures.
• Assist in auditing and testing returned items and recording findings in the ERP system.
• Support the preparation and maintenance of RMA buffer stock and update inventory records.
• Assist in preparing and organising RMA-related documents and reports.
• Liaise with the Helpdesk, Procurement and Warehouse teams for verification, coordination and updates.
• If required, accompany technicians for on-site RMA support and gain exposure to customer handling and equipment collection/replacement processes.

Learning Outcomes

• Gain practical exposure to IT Helpdesk operations and RMA processes.
• Develop basic troubleshooting, ticket management, documentation and inventory management skills.
• Learn proper handling and processing of returned IT equipment.
• Develop communication and customer service skills through interaction with internal teams, technicians and customers.

Qualification

Diploma in Information Technology, Computer Science or related field.

Requirements

• Good to excellent computer skills, with the ability to handle data, documentation and records efficiently.
• Basic understanding of hardware troubleshooting, desktop support and Helpdesk operations.
• Good communication skills in Bahasa Malaysia and English, both written and spoken.
• Detail-oriented, organised and systematic, especially when handling tickets, equipment records and RMA documentation.
• Proactive, eager to learn and able to work well in a team and fast-paced technical environment.
• Good problem-solving skills and willingness to assist with on-site support and equipment handling when required.
• Experience in order processing, administrative coordination or inventory management is an advantage.
• Knowledge of ITIL V3 Foundation or CompTIA A+ is an added advantage.
• Able to commit to the required internship duration.
• Good to excellent computer skills with the ability to handle data and documentation efficiently.
• Experience in order processing or administrative coordination is an advantage.
• Good communication skills in Bahasa Malaysia and English.
• Detail-oriented, organized and eager to learn in a fast-paced technical environment.

Job Type: Internship

Pay: RM1,000.00 per month

Benefits:

• Free parking

Ability to commute/relocate:

• Shah Alam: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How long does the internship take? From when to when?

Work Location: In person