Advanced Search
Sign In
Sign Up
Search Jobs
Sign In
Sign Up
Learn More
Download app
User not logged in

Your Browser is Not Supported

To ensure jobstore run smoothly, please use the latest version of the following supported browsers:

Jobs in Malaysia   »   Jobs in Malaysia - Selangor - Bandar Sunway   »   Information Technology jobs   »   IT Executive -Service Desk

IT Executive -Service Desk

Malaysia - Selangor - Bandar Sunway

MONASH UNIVERSITY has a bold vision - to deliver significant improvements to the human condition. Distinguished by its international perspective, Monash takes pride in its commitment to innovate research and high quality teaching and learning.
Our campus at Bandar Sunway in Petaling Jaya strives to be a premier private research-intensive university, contributing to Malaysia and Asia. Due to our rapid growth and expansion, we are seeking suitably qualified individuals to join our dynamic team.

We are seeking an experienced candidate for the position of   IT Executive - Service Desk. The successful applicant will be responsible  works within a customer-focused team environment and contributes to   the delivery and support of Information Technology (IT) services to students and staff of the University. This position provides support, coordination, monitors and reports on all IT related support activities at the campus.
Key result areas and responsibility
  • Provide Service Desk Support for staff and students
  • Provide direct first level IT support, troubleshooting and advice on Monash Standard Operating Procedure and services such as Microsoft Office, Active Directory, Pcounter Admin, Service Desk System, E-Procurement System and operating systems such as Windows with highest resolution rate and staff and student satisfaction.
  •  Managing and updating staff contacts information.
  •  Responsible to work with various technical support groups (Support, System, Web and Network Services) to resolve staff issues when necessary.
  • Assisting in the implementation of new products and services.
  • Managing student network account and Authcate accounts
Provide telephone and remote support
  • Provide direct support to University staff and students for service request logging, problem diagnosis and resolution and problem escalation.
  •  Promote the efficient use of the knowledge base with staff and students of the University.
  • Ensure that prompt, professional and courteous service is provided and maintained with both personal and telephone support.
  •  Explore opportunities and make recommendation that contribute to the continuous improvement of the support and services provided by ITS.
Service Desk function
  •  Prioritize task according to the criticality.
  • Understand the escalation levels (Support services and Network Services) in order to assign tasks based on the type of problem.
  • Ensure all team members understand Service Desk systems and procedures.
Provide Administration Support
  •  Manage, maintain and update  monthly Internet Service Provider (ISP) billing and non-IT related purchases request through the procurement system.
  •  Liaise with vendor and suppliers on IT purchases.
  •  Liaise with Purchasing Department including submission of invoice and delivery order.
  •  Liaise with Finance Department including outstanding payment of IT purchases.
  • Maintain files and records for the IT Services.
  •  Provide administrative support including responding to enquiries and support via e-mail, arranging meetings and training, preparing documents, organizing catering for department meetings and allocating incoming mails.
  •  Assist Service Desk Supervisor on administration duties as required.
    Team membership and support for unit and campus goals
  • Maintain good general knowledge of the organizational structure an understanding of the objectives of the ITS unit, Sunway campus and University policies procedures.
  • As directed by the Senior IT Executive - Service Desk (Team Leader)
  •  Contribute to the achievement of unit objectives specified in the ITS Annual Development Plan (ADP).
  • Meet quality standards specified in the ITS Service Level Statement (SLS).
  • Report on progress against objectives and standards.
  •  Explore, evaluate and recommend opportunities to contribute to the continuous improvement of the support and services provided by ITS.
  •  Promote efficient use of IT facilities and technology with stakeholders.
  • Participate in the campus performance management and development scheme.
Key selection criteria
1. A diploma in a relevant Computing discipline or substantial work experience in the information technology field.
2. Certified in IT Service Management such as Information Technology Infrastructure Library.
3. Experience in a customer service oriented role is preferred.
4 Proficiency in the use of standard application software such as Microsoft Windows and Office suites and other    productivity software such as Outlook and Internet Explorer.
5. Ability to remain calm, priorities requests and solves enquiries in a quick and efficient manner.
6. Good interpersonal skills with the ability to communicate both verbally and in writing.
7. Able to work effectively and cooperatively in a team environment.
Other job related information
1. Work overtime when required (Weekends and after working hours).
2. Attend regular and on-going training.
3.  Participate in campus initiatives and projects.
4. Travel to other campuses as required.
✱   This job post has expired   ✱

Sharing is Caring

Know others who would be interested in this job?