Job Description

About the Role

At an exciting time to join the Score Group team, we are seeking proactive IT Service Desk Technicians to support IT activities. Reporting to the IT Service Desk Lead, the successful candidate will play a crucial role in ensuring the efficient and compliant operation of our IT activities across our global business.

This role requires exceptional organizational skills, attention to detail, and the ability to handle sensitive information with discretion.

We are looking for individuals who are willing to work a 12:00-21:00 shift pattern, from our office in Kuala Lumpur, supporting our EMEA operations.

Responsibilities

•  Provide first and/or second line technical support to customers.
•  Ensure user support calls are accurately logged.
•  Ensure calls are kept updated and all relevant details documented.
•  Ensure calls are actioned in a timely manner, ensuring issues are responded to and resolved within their SLA timescale. 
•  Ensure calls are dealt with in accordance with company policies, standards, and work instructions.
•  Work with other IT streams to provide incident resolution, ensuring all troubleshooting details are documented in the call.
•  Liaise with suppliers and service providers to provide incident resolution.
•  Escalate problems to the IT Service Delivery Manager.
•  Ensure documentation is maintained and reviewed.
•  Build and deploy end user devices.
•  Hardware and software requisition, and installation.
•  Support with office and personnel relocation where IT support is required.
•  Provide support with cable management, including patching and port termination.
•  Creation and maintenance of IT management documents and IT Hub articles. 
•  Maintain and support physical security systems such as CCTV and swipe access control.
•  Administration of business support systems, including but not limited to, Cisco CUCM.
•  Provide training and support to IT team members, as well as customers.
•  Manage and support critical business applications, including but not limited to, ERP.
•  Support the incident management, request fulfilment, asset management and problem management processes.
•  Identify problem areas and deliver solutions to enhance quality of service to prevent future problems.
•  Support continuous improvement initiatives. 

Job Requirements

Qualifications & Experience

• Information Technology related degree or diploma from an accredited College or University in Computer Support or related discipline.
• Minimum of 5 years’ work experience or equivalent.
• CompTIA A+ certification advantageous.
• Microsoft certification advantageous.
• ITIL Foundation certification advantageous.
• Proficient in Microsoft® Office® products and tools.

Behaviours and Skills

• Strong customer service and communication skills.
• Experience in prioritizing workloads.
• Awareness of ITIL processes and tools.
• Good troubleshooting skills.
• Strong documentation and communication skills, with the ability to communicate technical problems in understandable terms.
• Strong attention to detail.
• Embrace change and developments.

Skills