We are looking for an English Speaking Service Desk Analyst to join our team in Kuala Lumpur.
As a core member of the Service Desk team, you will be the first point of contact for all IT-related issues and requests for our customers. You will see incidents logged through to resolution – this will allow you to gain a wide range of exposure to different technologies, whilst increasing your ability to progress your knowledge.
Within this role, communication will be key – you will be required to keep customers up to date, whilst working with colleagues to find and deliver the right solution. You will need to work within our Business Excellence Framework which includes resolving support calls within Service Level Agreements with the target of receiving consistently good customer feedback.
You will be required to understand a range of applications and services supported by the Service Desk by making use of any appropriate Knowledge Bases and working with colleagues whilst ensuring that calls are logged correctly and accurately by obtaining the correct and relevant details from the user and logging these within the companies ticketing software. A natural problem solver you must be able to break incidents down to their component parts and identify how the issue has occurred and quickly determine its resolution
Key Responsibilities:
- To provide Service Desk support to clients via telephone and email
- Logging and updating all key information regarding the support call on the Company’s Incident Management Application
- Resolving the support call in a quick and efficient manner, paying particular attention to Company SLA’s
- Liaison third parties and customers to ensure that agreed service levels are met
- To escalate calls were necessary to Second Line and creation support documentation
- To keep up to date with appropriate technologies as used by the Company and its Clients from time to time
- To familiarise yourself with all key Company systems
- To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company’s offer of training
- Handle technical support issues via incident management escalations
Specifications:
- Previous experience working in a problem-solving and remote IT role
- Ideally you will have an understanding of ITIL service delivery and a Microsoft Certification
- Remote IT troubleshooting experience
- Windows 7/8/10
- MS Office – all versions
- Windows Server 2012/2016/2019
- Exchange 2007/2010 (Basic skills)
- Active Directory skills
- Microsoft Office 365 experience
- Microsoft Office 365 & Azure experience
Benefits:
- Ongoing comprehensive training plan available
- Free wellbeing services and health benefits
- Variety of offers and discounts via Paycare
- 1 additional holiday for every 2 years of service