Position Title:
Helpdesk Analyst (Level 1) -Day Shift
Advertised Date:
1/8/2010
Location:
Jalan Sultan Ismail, Kuala Lumpur
Requirements:

01. 2 years of experience in a technical and/or help desk support capacity
02. Demonstrated knowledge of a variety of current operating systems
03. Good general knowledge of hardware and software used across a variety of platforms
04. Sound working knowledge of networks – particularly Novell and Windows 2000
05. Familiarity with data communications, Internet protocols and modem
06. Able to read and interpret documents such as operating instructions and procedure
     manuals etc
07. Must have effective oral and written communication skills in local language and
     English
08. Ability to work as a member of a team, and to work unsupervised
09. A+ or Microsoft Certified Professional certification desirable


Job Responsibility:
01. Develop and maintain working knowledge of company’s testing systems and software
02. Provide first and second-level support for technical problems submitted by company’s
     testing centers via all forms of communication modes, including phone, fax, email and
     internet chat
03. Accurately record all activities undertaken by creating Magic tickets in the Magic
     Service Desk call tracking system
04. Escalate Magic tickets to appropriate Magic groups or users as required, and follow
     up accordingly
05. Monitor specified Magic queues, ensuring appropriate action taken on all personally
     assigned tickets
06. Ensure all problems are resolved in accordance with metrics, or escalated to
     management
07. Work with other Help Desk staff or relevant departments to resolve problems
08. Submit or maintain Magic Knowledgebase documents as necessary using outlined
     procedures
09. Identify problem patterns, and make recommendations as to suggested resolutions
10. Escalate or forward non-Help Desk related problems/activities to appropriate
     department
11. Liaise with other departments as necessary for sharing or updating of information
12. Maintain and contribute to the Help Desk portion of Channel website
13. Assist in special product-related troubleshooting efforts with other departments as
     required
14. Participate in staff meetings, training programs and team events as required
15. Working hours may revolve around shifts depending on local time-zone support needs