Sr Associate IT Helpdesk - Petaling Jaya

• Resolves incident & service requests tickets within the SLA standards.
• Resolves tickets using our defined IT service management process and ITIL standards
• Identify issues and tasks that require escalation and directs to appropriate party
• Diagnosing issue with HIMA-issued laptops, mobile device and peripherals for both on-site and remote regional staff.
• Identity and access management. Finalizing user creation process, handling password resets, MFA setups and account/permission related troubleshooting. 
• Communicate solutions concisely and accurately to the end user.
• Support IT Hub Lead in communication with stakeholders.
• Support Digital Workplace, Network, Infra & application if necessary.
• Share knowledge with colleagues from other region to uphold HIMA Global IT standards. 
• Local Server Room due diligence. With guidance from Network team, perform physical tasks on local server room.

Education & Experience

• Bachelor’s Degree in IT, Computer Science, or a related field.
• 1–3 years of experience in an IT support role.

Technical Skills

• Strong troubleshooting skills for Windows 10/11 and Microsoft 365 applications (OneDrive, SharePoint, Office Suite).
  
• Basic knowledge of Entra ID (user account issues, MFA prompts).
  
• Experience with endpoint configuration, including Autopilot device deployment, VPN setup, and printer configuration.
  
• Solid understanding of network fundamentals: IP addressing, DNS, DHCP, and VPN technologies.
  
• Working knowledge of Intune for device management.
  
• Familiarity with IT ticketing systems and IT service processes (Incidents & Service Requests).
  

Soft Skills

• Strong customer service orientation with the ability to communicate clearly and professionally.
  
• Good problem-solving skills and attention to detail.
  

Additional Certification (Optional but Advantageous)

• CompTIA A+
  
• Microsoft MD-102
  
• ITIL v4 Foundation
  

Language Requirements

• Fluent English, both written and spoken.

• Handlungs- und Gestaltungsspielraum in einem innovativen und globalen Arbeitsumfeld
• Attraktiver und sicherer Arbeitsplatz
• Je nach Einsatzbereich flexible und bedarfsgerechte Arbeitszeitmodelle und Möglichkeit zu mobilem Arbeiten
• Praxisorientiertes Onboarding
• Gezielte Weiterentwicklungsmöglichkeiten