Company
“Night Electronics Sdn Bhd”
Mohd Amiruddin Bin Asim@Hashim
Wednesday 17 April 2013
My Duties or oles
As to my complete
my requirement for Bachelors of Science Computer, I have to complete industrial
training. I have chosen to complete it at a company named Night Electronics.
Basically this company runs an IT based business. Why I choose this company is
because it is near to my house, if time it will take only ten minutes to
arrives.
To make it easier to read my report, I have been doing my report
by weeks; I have been attached to Helpdesk Management system department. The
role of my field of job is:
Daily Job Tasks and Responsibilities:
- respond to requests for technical assistance in person, via phone, electronically
- diagnose and resolve technical hardware and software issues
- research questions using available information resources
- advise user on appropriate action
- follow standard help desk procedures
- log all help desk interactions
- administer help desk software
- redirect problems to appropriate resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- prepare activity reports
- stay current with system information, changes and updates
Company Background
Night Electronics (M) Sdn Bhd was establish in 1996 and has been
in the Maintenance and Computer Supply business for more than 10 years through
its parent company Night Electronic Services. Night Electronics (M) Sdn Bhd is
now joining the leading companies in the country in providing its services to
the government, semi-government and some big Corporations in Malaysia. Our
charter is to be the leader in providing nation-wide support to customers who
possess PC's and related peripherals, ICT Security and Management such as
Antivirus, Security Appliances, Desktop Management Software, etc and Data
Centre solution with high end equipment such as Servers, Core Switch, Storage,
Backup Solution. We also provide product and services for Extra Low Voltage
System (ELV) structured cabling for voice, Data, Digitalize, UTP Cat. 5, Fiber
Optic and broadband networking. This support is not restricted to hardware
alone but also extends to software and related services. Night Electronics (M)
Sdn Bhd is a company Registered with Ministry of Finance with Bumiputera
status, CIDB, Suruhanjaya Tenaga, Pusat Khidmat Kontraktor (PKK) and MCMC
(SKMM)
We recognize that the strength of any company and especially a
service company lies through its people. In this Endeavour our principals and
staff has been specially chosen so that our products and services are supported
by a team of dedicated and highly skilled professional
Providing the best in IT, ICT and ELV services at a wide range of
budget requirements has always been the main factor in being chosen to conduct several
medium and large-scale contracts on the supply and maintenance of computer
equipment. As a business-driven,
customer-oriented & engineering-based local establishment, NIGHT
ELECTRONICS (M) SDN BHD truly understands the locality of our customers’ needs
for technical support and reliable service and we deliver these needs through
our competent and experienced service professionals. This is very much in tandem with our mission
statement to be the leader in providing excellent services and technical support
nationwide in the IT, ICT and ELV industry in this country
As Malaysia moves towards a Information Technology (IT), it is
essential that we have the necessary skills and abilities to adapt to this
rapidly changing world. Whether you are small, medium or big company, it is
vital that you have the necessary knowledge and skills to be competitive in a
global economy.
Our business values are based on conduct of integrity, honesty and
open communication with our customers. If we encounter any problem with meeting
with deliverables, we communicate honestly to our clients. Our vision is clear and our intention is
sincere. Should our profile and
commitment to excel reflects your perception of a reliable and responsible
vendor and/or sub-contractor, we would invite you to contact us. We mean business and are ready to serve.
Night Electronics guarantee a total customer satisfaction
completed assignment within the parameters of our agreement with our clients.
Also we recognize the strength of any company and especially a service company
lies through its people.
My Weekly Report
Here are my weekly reports:
Week 1
First time arrive at the company, we are warmly welcome to their
briefing room, here staff in charge of internship student explaining what is
the main company business field, it is actually IT based company that become a
vendor to all government sector such as education, service and hospitals. They
provide a service which is maintain their personal computer with variety of
brand such as dell and compact pc.
After a long briefing that take about a days they take us to a
tour to introduce us with all their staff in that company, as I realized here
many of the employee were also an internship same as me. After that they
relocate us to our department attached. For the 1st and 2nd
weeks, I early was attached to the technical department but as for the 3rd
week. I have been relocating to helpdesk management system department until I
finish my internship time.
For the week 2, I began my intern as technical support staff minor
in printers department. They have taught me a lot about all parts of the
printers for the different model, brand or size. Here I have gain new knowledge
that I have never expected in my life. This printer department actually contain
about only three permanent staff, the rest is intern’s student. So as I began
to learn something new more and more damage or malfunction printers I have
repaired in order to give my best effort
to the company as they pays us to do the job.
Not only that I have gained a new knowledge, but I have build a
trust to the staff of that department of my work and they don’t have to monitor
me always to make the job done in time. I also feel the closeness to the staff
of that department as they too warm hearted to us intern student. This
environment builds up a good mood to produce a better quality job. There a
picture of me in appendix B.
Week 3
In week 3, I have been
transfer to the new department; helpdesk management system department. In this
department first I have been taught the most basic thing about what to do and
need to do. Know how to dealings with clients reported problem via called or
e-mail. This week I’m learning many things from my new supervisor madam Mastura
Binti Mahadi. In this department, 5 people working to guide or help client with
any problems reported.
This department considered the most important department because
it has to communicate in and outside of the company. For example, I will
explain the most basic process of this department; first if you receive a call
from a customer, we will take note and every detail of the report; then you
have to assign the problems to the technician department via intercom; after
that, within a specific time, you have to call the customer to make sure the
problems reported is already solved.
I have been given an id that can use a specific access though the
system as part of my work. My job for this week is I have to understand the
flow of the system before I can do my work. For an evidence of my work I have
print screen the system flow. This I will include in the Appendix A.
Next I have to understand the customer’s limited service that
company provides though the contract state. This company has many customers
such as Ministry of Education (MoE), Ministry of Health (MoH), Indah Water
Consortium (IWP), Police Prison Department (PPD) and many more. All service
that company provides is supply, maintain and repair personal computer with
specific brand of computers.
Week 5
For this week I have to build my confidence to talk to customers
via a phone call and take the detail of their report such as:
1. Caller name
2. Customer from
what contract
3. Office phone
number
4. Detail of
damage item
5. Item brand
6. Serial number
of the item
Then after I take all this needed information, these customers
will be my responsible to make sure the reported job is done. But this week my
supervisor wants to train me to build a communication skill and confidence how
to face a difference kind of problems every day.
Week 6
In this week, my supervisor have advanced my scope of work, from
only take a call of reported problem, now I must key-in the problem to the
Helpdesk Management system, that I have to take a week to understand the flow
of the system for a week with guidance of my supervisor madam mastura bte
mahadi. The work I will explain in appendix
B to make it easy to understand with a picture of the system.
Week 7
I have already began to understands why working in the company,
the most important this is teamwork with each other and don’t feel shy to ask
if got a problem that you have tried to solved but you can’t. as I can see in
my department, a happy environment of work is apply because we always cheering
another, care about others people and sharing the ideas between us.
Week 8
For the last week of my training, I still do my job like the week
before, but for the last day, the department has held a farewell party to
appreciate my effort to the company.
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