Help Desk - L1

· BAHASA-MELAYU Language Speaker

· Provide first level diagnostics and problem resolution for Windows, Mac, Ubuntu/Linux, manufacturing tool automation, manufacturing applications

· Ticket queue monitoring and ticket routing

· TI specific application monitoring tool (Sentinel)

· Receiving, documenting, resolving and/or escalating service requests/incidents via web tickets or phone calls.

· Work with level 2 and level 3 support to resolve issues while maintaining ownership of ticket. This supports our level 1 resolution goals.

· Install, configure, optimize, troubleshoot, upgrade & update of approved Windows OS/Mac OS, third party applications, device drivers, peripherals, mobile productivity devices, remote connectivity and enterprise collaboration tools.

· Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, ITSM solutions, Internet, VPN related software, WebEx,