Category
Engineering
Location
Cyberjaya
Start
Immediate
Employment
Full Time
Remuneration
Company
IX Telecom Sdn Bhd
About IX Telecom
IX Telecom is a global, award-winning Virtual Network Operator (VNO) that offers internet connectivity, SD-WAN, and managed services. Our solutions can be deployed in more than 200 countries and territories to support global businesses.
We provide a seamless, more innovative network and internet access experience to ISPs, system integrators, agencies, financial institutions, MNCs, airlines and embassies worldwide. Delve into borderless connectivity with IX. Join us by applying for the job vacancy below.
Job Description
Overview
As a Team Lead in the Helpdesk, you will lead front-line service desk staff in logging, classifying, and escalating incidents efficiently and accurately. Your leadership will be instrumental in maintaining high ticket quality and escalation accuracy. Your exposure to GPON terminology and service provisioning models will be a significant advantage in this role.
Key Responsibilities
Client Interface & Case Logging
- Supervise Helpdesk operations in managing incoming calls, tickets, and emails
- Ensure correct ticket categorisation and data entry for tracking and audit
- Maintain timely and clear client communication throughout the case lifecycle
Workflow Monitoring
- Assign tickets to appropriate support tiers
- Monitor SLA compliance and follow up on unresolved tickets
- Ensure accurate shift handovers and continuity of service
Team Coordination
- Conduct team briefings, check-ins, and performance feedback
- Mentor new Helpdesk staff and ensure consistent knowledge sharing
- Coordinate closely with the Technical Support team on escalated issues
Reporting & Quality Assurance
- Generate regular helpdesk activity and SLA reports
- Conduct quality reviews of ticket documentation and customer responses
Qualifications
Education & Certifications
- Bachelor’s in a related field
- Relevant helpdesk or IT support certifications (ITIL Foundation preferred)
Experience
- 2–3 years in a helpdesk or technical support role
- Experience supervising or mentoring junior support staff
Technical & Tool Knowledge
- Familiarity with ticketing platforms (Zoho Desk)
- Basic understanding of networking terms (IP, DNS, Subnet, VPN)
Soft Skills
- Excellent interpersonal and customer service skills
- Strong organisational and multitasking abilities
- Detail-oriented with clear written and verbal communication
