Deskripsi Pekerjaan
Join Aldan Technology's growing IT support team as a Helpdesk Coordinator and become the central hub of our technical operations! In this critical role, you'll orchestrate seamless customer support experiences by efficiently managing helpdesk ticket lifecycles. You'll monitor incoming requests, strategically assign tasks to technical specialists, and meticulously track resolution progress to ensure Service Level Agreement compliance. Beyond ticket management, you'll generate insightful performance reports that drive continuous improvement in our support infrastructure. This position offers dynamic exposure to diverse technical challenges while fostering cross-departmental collaboration. Ideal for detail-oriented problem-solvers passionate about optimizing IT workflows, this full-time opportunity includes competitive compensation and professional development pathways within Malaysia's thriving tech sector.
Tanggung Jawab
- Monitor, prioritize, and assign incoming helpdesk tickets to appropriate technical staff
- Track ticket resolution progress and ensure adherence to SLA timelines
- Generate comprehensive performance reports including ticket volumes, resolution rates, and customer satisfaction metrics
- Coordinate escalations for complex technical issues and maintain communication with stakeholders
- Maintain accurate documentation of support interactions and resolution protocols
- Collaborate with IT teams to identify recurring issues and implement preventive measures
- Provide initial troubleshooting guidance for common technical problems
Kualifikasi
- Diploma or degree in IT, Computer Science, or related technical field
- Minimum 1-2 years experience in helpdesk, IT support, or coordination role
- Proficiency with ticketing systems (e.g., Jira, ServiceNow, Zendesk)
- Strong organizational skills with ability to manage multiple priorities simultaneously
- Excellent written and verbal communication skills for stakeholder interactions
- Basic technical troubleshooting knowledge across hardware/software platforms
- Experience preparing performance reports and operational metrics