Service desk analyst

Principal Duties & Responsibilities:

• Responsible as a first contact (Level 1 support) to handle any phone call and email from sales agents all over Malaysia regarding to their application issue. Only supporting Malaysia region..
• Tickets / requests are handled using BMC Remedy Salesforce tool.
• Responsible for all incidents logged, follow up and follow through to ensure the E2E resolutions within the agreed SLA.
• Identifying and resolve issues for users, guiding users through corrective steps.
• Register, log and escalates issues to business solution unit for system enhancement and bug fixes.
• User access administration.

Job Specification:

• Degree in IT or related field with 4 years of work experience.
• Helpdesk and/or life insurance/financial services/ call centre/ customer service experience will be an advantage.
• Good trouble shooting skills in Microsoft Windows environment
• Ability to work independently, a self-starter, customer and result oriented and team player.

Remarks :

1. Working location is reachable by public transport.

2. Only have morning shift and afternoon shift up to 10pm. No midnight shift.

Pay: RM4,000.00 - RM6,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• L1 support : 3 years (Required)
• Call centre: 3 years (Required)

Work Location: In person