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Service Desk Analyst
1 week ago
Position:
Service Desk Analyst
Based office:
Cyberjaya
Salary offer:
up to RM3,520
Contract: 6 months
The incumbent is expected to undertake the following duties and responsibilities: -
Recommend an appropriate course of action to resolve tickets or escalate accordingly.
- Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
- Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
- Ensure all tickets are followed up and actioned within stipulated timeframe to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
- Provide technical support to user issues on products supported in a systematic and logical way.
- Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.
- Identify and flag gaps in existing Knowledge Base articles.
- Contribute towards producing documentation and SOP documents
- Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the computing environment in accordance to relevant procedures in GSD.
- Highlight and followup on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered.
- Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
- Other duties and responsibilities as assigned by supervisor.
Job requirements:
- Minimum 5 years of relevant working experience including providing enduser support in a corporate environment with completion of secondary school or;
- 4 years with a relevant first level University Degree or;
- 3 years with a relevant Advanced University Degree. Service Desk Analyst, G5 Global Service Desk
- ITIL Foundation Certificate, vendor and nonvendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT enduser support and global shared services / call center environments highly desirable.
- Strong organizational skills, flexibility and capability of working under pressure.
Job Type:
Contract
Contract length: 6 months
Salary:
Up to RM3,520.00 per month
Benefits:
- Health insurance
Schedule:
- Day shift
Supplemental pay types:
- Overtime pay
Ability to commute/relocate:
- Cyberjaya: Reliably commute or planning to relocate before starting work (required)
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