Enterprise Service Desk Coordinator
1 month ago
About Doherty Associates
Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK’s top ten law firms. We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. We’re a pioneering and innovative organisation; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers. And it’s through this success that we are now looking to evolve our global managed services function with additional roles in our service desk across London and Kuala Lumpur. About the Role We are looking for an Enterprise Service Desk Coordinator to provide efficient and effective management/triaging of incoming IT tickets. As part of the 24/7 Enterprise Services Team based in Kuala Lumpur, you will be responsible for reviewing, categorizing, prioritizing, and assigning tickets to the appropriate IT support staff or teams. You will also monitor the ticket queue, track the progress and status of tickets, and communicate with customers and colleagues as needed. To be successful in this role, you should have excellent analytical, organizational, and communication skills. You should also have a good understanding of IT service management processes and tools, and be able to work under pressure and meet deadlines. You should also be able to collaborate with other members of the Managed Services team and provide feedback and suggestions for improvement. Our customers are primarily based in the UK and US, so you must be fluent in spoken and written English. Start Date : – ASAP Office hours : You will alternate between 2 shifts (8am to 5pm and 5pm to 2am, KL time) Mondays to Fridays. You will observe KL Public Holidays but may be required to work on some Public Holidays. (Allowance provided) Location : Kuala Lumpur, Malaysia. We are currently operating in a hybrid working model and as such it will be a mix of working from home and in our office in Solaris Dutamas (Publika) for a minimum of two days a week. Skills and experience:- Review incoming IT tickets and verify the accuracy and completeness of the information provided by customers
- Categorize tickets based on the type, scope, and impact of the issue or request
- Prioritize tickets based on the urgency, severity, and business needs of the customers
- Assign tickets to the appropriate resource based on their availability, skills, and workload
- Monitor the ticket queue and ensure that tickets are handled in a timely and efficient manner
- Track the progress and status of tickets and update customers and team members accordingly
- Escalate tickets to higher-level support staff or managers when necessary
- Resolve simple and routine tickets when possible and close them upon completion
- Document and maintain records of tickets and their resolutions in the IT service management system
- Identify and report any issues or gaps in the IT ticket triage process and suggest possible improvements
- Collaborate with the Service Delivery Manager and provide feedback and input on IT service delivery and customer satisfaction
About the person:
- Proven experience in a related role: triaging tickets in a service desk environment. Hands on technical experience in a L1 or L2 role around Microsoft Technologies or in a security role will be an added advantage
- Familiarity with IT service management processes and tools, such as ITIL, ServiceNow, and Connectwise
- Knowledge of IT systems, applications, and terminology
- Ability to analyze, categorize, prioritize, and assign tickets effectively and efficiently
- Ability to work under pressure and meet deadlines
- Ability to communicate clearly and professionally with customers and IT staff, both verbally and in writing
- Ability to work independently and as part of a team
- Attention to detail and problem-solving skills
- Customer-oriented and service-minded attitude
- Bachelor’s degree in IT, computer science, or related field, or equivalent work experience
Why work at Doherty?
- Competitive salary plus performance related bonus
- Hybrid working (mix of working from home / Kuala Lumpur office)
- Wide range of Company benefits
- Be part of an award winning technical team
- Company funded training and exams including an incentive paid out for successful completion
IT service management processes and tools, such as ITIL, ServiceNow, and ConnectWise
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