Service Desk Analyst

Main Job Tasks and Responsibilities:

• Ticket Management: Receive and log all in-bound calls and emails using the ticketing system.
• Incident Resolution: Provide immediate resolution or workaround where possible.
• Escalation Handling: Escalate unresolved incidents and service requests to the appropriate resolver group.
• Ownership: Take full ownership of incidents from initiation through to closure.
• User Communication: Ensure consistent and timely follow-up on open tickets to manage user expectations.
• Service Request Fulfilment: Route service requests efficiently to ensure timely handling by the relevant teams.

Education and Experience:

• Qualifications: Diploma or Bachelor's Degree in Computer Science, Information Technology, Engineering (Computer/Telecommunication), or equivalent.

• Experience:

  • Experience providing first-level support for Wintel desktop, Microsoft Office, and Outlook.
  • Prior work in a customer service-focused IT environment & ITIL Foundation certification is an added advantage
  • Familiarity with rotational shift work, including weekends and public holidays.

• Knowledge: Understanding of IT support processes and customer service best practices (i.e: standard operating procedures and service frameworks.)

• Skills and Attributes:

  • Able to prioritize tasks and perform under pressure; Disciplined, and committed to completing tasks despite challenges.
  • Customer-focused, with the ability to explain technical issues in layman's terms
  • Team-oriented with excellent communication and active listening skills.
  • Fluent in English and Bahasa Malaysia.