Helpdesk Support Analyst


Helpdesk Support Analyst


Firm Services - Global Technology Solutions (GTS)


Kuala Lumpur


Roles and responsibilities:

To provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or fax. Key responsibilities include the following:

  • To provide first line technical support; answering support queries via phone, email and over-the-counter.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls on the call logging system.
  • Respond to enquiries from clients and help them resolve hardware or software problems.
  • Maintain a log of any software or hardware problems detected.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • To escalate more complex problems to the relevant IT Support member.
  • To arrange for external technical support where problems cannot be resolved in-house.


  • Recognised University Degree or Diploma in Computer Science/ Information Technology or a related discipline
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows XP
  • Experience with using and troubleshooting within Active Directory network environment
  • Experience with using and troubleshooting Microsoft Office 2010 with emphasis on MS Word, MS Excel and MS PowerPoint, as well as Lotus Notes 8.x and Internet Explorer 9.x
  • Good understanding of PC hardware set-up and configuration
  • MCP certification would be desirable
  • Previous Helpdesk / end-user support experience would be advantageous
  • Excellent telephone manners