This job ad has been posted over 40 days ago...
8
applicants
vacancy helpdesk Analyst
at adham in Kuala Lumpur
Position: Helpdesk Analyst (permanent)
Location: Jln Sultan Ismail, KL
Salary: Range or RM3000 – RM3500
Shift work
JOB SUMMARY:
The Help Desk Support Analyst records, tracks, escalates and resolves technical problems with Prometric systems as submitted by testing centers via phone, email and internet chat. They will use the Magic Service Desk system to fulfill these responsibilities, and as necessary contribute to the Magic Knowledgebase. The Support Analyst is required to meet specified metrics as set by the company, and participate in training programs as and when required.
COMPETENCIES:
1. Develop and maintain working knowledge of Prometric testing systems and software
2. Provide first and second-level support for technical problems submitted by Prometric testing centers via all forms of communication modes, including phone, fax, email and internet chat.
3. Accurately record all activities undertaken by creating Magic tickets in the Magic Service Desk call tracking system.
4. Escalate Magic tickets to appropriate Magic groups or users as required, and follow up accordingly
5. Monitor specified Magic queues, ensuring appropriate action taken on all personally assigned tickets
6. Ensure all problems are resolved in accordance with metrics, or escalated to management
7. Submit or maintain Magic Knowledgebase documents as necessary using outlined procedures
8. Work with other Help Desk staff or relevant departments to resolve problems
9. 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 on www.prometric.com/aptc
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
EXPERIENCE/QUALIFICATIONS:
1. 2 years of experience in a technical and/or help desk support capacity
2. Demonstrated knowledge of a variety of current operating systems
3. Good general knowledge of hardware and software used across a variety of platforms
4. Sound working knowledge of networks – particularly Novell and Windows 2000
5. Familiarity with data communications, Internet protocols and modems
6. Able to read and interpret documents such as operating instructions and procedure manuals etc
7. Must have effective oral and written communication skills in local language and English
8. Ability to work as a member of a team, and to work unsupervised
9. A+ or Microsoft Certified Professional certification desirable
Kindly advice your interest. If yes, do revert back with your comprehensive update resume and pls advice your available date and time to drop by to our office for a short chat to discuss regards this.
if interest please send resume to adham at : adham@serimahligai.com or call at 03-22825457
Location: Jln Sultan Ismail, KL
Salary: Range or RM3000 – RM3500
Shift work
JOB SUMMARY:
The Help Desk Support Analyst records, tracks, escalates and resolves technical problems with Prometric systems as submitted by testing centers via phone, email and internet chat. They will use the Magic Service Desk system to fulfill these responsibilities, and as necessary contribute to the Magic Knowledgebase. The Support Analyst is required to meet specified metrics as set by the company, and participate in training programs as and when required.
COMPETENCIES:
1. Develop and maintain working knowledge of Prometric testing systems and software
2. Provide first and second-level support for technical problems submitted by Prometric testing centers via all forms of communication modes, including phone, fax, email and internet chat.
3. Accurately record all activities undertaken by creating Magic tickets in the Magic Service Desk call tracking system.
4. Escalate Magic tickets to appropriate Magic groups or users as required, and follow up accordingly
5. Monitor specified Magic queues, ensuring appropriate action taken on all personally assigned tickets
6. Ensure all problems are resolved in accordance with metrics, or escalated to management
7. Submit or maintain Magic Knowledgebase documents as necessary using outlined procedures
8. Work with other Help Desk staff or relevant departments to resolve problems
9. 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 on www.prometric.com/aptc
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
EXPERIENCE/QUALIFICATIONS:
1. 2 years of experience in a technical and/or help desk support capacity
2. Demonstrated knowledge of a variety of current operating systems
3. Good general knowledge of hardware and software used across a variety of platforms
4. Sound working knowledge of networks – particularly Novell and Windows 2000
5. Familiarity with data communications, Internet protocols and modems
6. Able to read and interpret documents such as operating instructions and procedure manuals etc
7. Must have effective oral and written communication skills in local language and English
8. Ability to work as a member of a team, and to work unsupervised
9. A+ or Microsoft Certified Professional certification desirable
Kindly advice your interest. If yes, do revert back with your comprehensive update resume and pls advice your available date and time to drop by to our office for a short chat to discuss regards this.
if interest please send resume to adham at : adham@serimahligai.com or call at 03-22825457
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Published at 12-10-2009
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Viewed: 426 times