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Service Desk Analyst
2 weeks ago
Location:
- Shah Alam
- Specialisation:
- Business Process Outsourcing & Global Business Service
- Salary:
- MYR 60, ,000 (Annual)
- Reference:
- PR/ Contact details:
- Angelina Linggi
- Job published:
- February 28, :33
COMPANY OVERVIEW
JOB RESPONSIBILITIES
- Serve as the primary point of contact for employees' ITrelated concerns through phone calls and tickets.
- Deliver 1st and 2nd level support, addressing a spectrum of IT issues encompassing both software and hardware, such as Microsoft Windows 10, Microsoft Office 365, laptops, desktops, printers, and mobile devices.
- Investigate and resolve IT problems while adhering to defined SLAs for both phone calls and tickets.
- Record all phone calls in the Service Desk tool.
- Ensure compliance with SLAs for the phone queue.
- Take ownership of issues, collaborating with other IT support teams to address highpriority matters.
- Escalate unresolved tickets to the appropriate nextlevel support teams.
- Participate in oncall rotations to provide necessary coverage as required.
JOB REQUIREMENTS
- Proficiency in written and spoken Korean, as there is a need to work with employees from South Korea office.
- Minimum Diploma or Degree in any field, coupled with a strong interest in IT/Computer, and a minimum of one year of experience in Service Desk or Technical Support.
- Proficient understanding of computer systems, mobile devices, and various tech products.
- Advanced skills in collecting, monitoring, and documenting data.
- Familiarity with the ITIL framework.
- Exceptional customer service aptitude.
- Sound knowledge of Service Desk operations.
- Required expertise in Microsoft 365, Azure Active Directory, Exchange, Office 365, MS Teams, LAN, VPN & Wireless, Antivirus, and Windows 10.
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