Helpdesk ARBM

INFOMINA BERHAD

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This job is a Helpdesk ARBM, providing IT support for system issues and onsite maintenance. You might like this job because it involves managing ticket resolutions, coordinating with vendors, and ensuring IT equipment uptime and functionality.

Undisclosed

Klang Valley, Kuala Lumpur

Full-Time

1 week ago

Job Description

1. Provide Helpdesk Management which consists of:

· Single point of contact for ARBM on Managed Service Desk

· L1 phone support to troubleshoot and resolve user’s problem via First Resolution Call

· Remote desktop troubleshooting / support

· Incident/Problem definition and assignment of problem severity level

· Incident/Problem escalation management

· Call Logging System Management (log call/assign call ticket, update ticket status, ticket resolution and closure)

· Coordinate with Third party vendor to resolve problems

· Daily Performance tracking and reporting (open tickets and TAT tracking)

· Broadcast service interruptions

· User/application Account administration

· Conduct periodic user satisfaction survey and share findings

· Perform ID administration – add/delete/reset/update/suspend/resume via service request form on selected Application system

· Perform ID administration – add/reset/update / resume via service request for Active Directory and Office 365.

· Tracking open tickets and identifying any problem that requires increased focus to meet service requirements

· Monitoring unassigned and reassigned tickets

· Handling day-to-day ticket issues and escalating to the Resolver Groups (Specialists or Vendors) as required to bring the resolution of the ticket back on schedule

· Assisting and reassignment of misdirected tickets

· Providing ticket resolution status as required

· Validating ticket severity if required, or assisting with correcting invalid problem severity

· Revising ticket resolution target time as required, up to a maximum defined extension period, based on business justification

· Ensuring the quality and accuracy of ticket information, as appropriate

· Managing unaccepted ticket (for example, problems reported with unsupported products) per account policy

· Ticket resolution as per predefined SLA

· Provide reports to ARBM management describing all incidents reported and identifying their current state with respect to resolution and closure

2. Provide Onsite Support which consists of:

· Desktop administration and system configurations

· IMAC (hardware and software)

· Fixes (hardware and software)

· COE management/compliance for desktop and laptop

· Software patch management

· Configuration of Standby PC / laptop for immediate hardware swap. Standby PC/laptop provided by Customer.

· Mobile devices support ( Approved Devices)

· Proactive measures to maximize uptime

· Preventative maintenance of IT equipment in all ARBM locations (offices, branches, sales offices, business centers etc)

· Branch servers management (hardware and software)

· IT equipment warranty management

· Projects coordination (new branches, OPA (Off Premises ATM), business centers, office relocation and IT related projects)

· R&D prior to deployment of new technology, software upgrade, hardware upgrade and firmware upgrade

· Participate in SIT (System Integration Testing) activities where required

· Assist in physical facilities activities, basic checking for M&E, UPS/power generator, computer room facilities, network cabling

· Onsite engineers in selected major ARBM offices.

· Standby support as needed by ARBM to support its after office hour activities.

· Mobile devices support for ActiveSync configuration

Job Requirements

Degree in Computer Science
3-5 years work experience in IT industry

Company Benefits

Work-Life Balance

Enjoy your time with our great work-life balance benefits, whether it's needing hybrid or FlexiHour, we got it!

Medical Benefits

You can get medical coverage as an employee!

Career Growth Opportunity

At Infomina, we encourage our employees to grow out of their shell and improve their technical and learning skills!

Additional Info

Company Activity

Last active - few hours ago

Experience Level

0 - 10 Years of Experience

Job Specialisation

HR Operations (Payroll, Admin, Office Management), Key Account / Relationship Management, System & IT Helpdesk / Database Administrator

Company Profile

INFOMINA BERHAD

INFOMINA BERHAD an entity listed on the ACE Market of Bursa Malaysia Securities Berhad, is a reputable leading technology enabler in the region, setting the pace for providing cutting-edge strategic technology solutions, fostering empowerment, and elevating the business community.

We leverage over 15 years of experience in streamlining enterprise business processes, modernising applications, and offering indispensable mission-critical support alongside comprehensive end-to-end managed operations.

Renowned for our mastery in mainframe technology solutions, we also customised solutions across diverse technological landscapes. Mainframes are the backbone for critical large-scale, real-time applications, serving the needs of substantial data processing and transaction execution.

Operating through subsidiaries, we primarily conduct business across Malaysia, Singapore, Thailand, the Philippines, Indonesia, China, Hong Kong, Taiwan, and now, Japan as a recent addition. Our expansive clientele spans the private and public sectors, representing a tapestry of industries

Source: infomina.co