Service Desk Analyst

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Datacom Full time
Our Purpose

Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.

The Nitty Gritty
Role Overview and Objectives
The Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely manner
The core objectives and responsibilities of the Service Desk Analyst include:

  • Ensure the best service for every request
  • Adhere to the prescribed process and procedures
  • Manage self-performance and support the team
Responsibility

The Service Desk Analystis responsible for:

  • End User Satisfaction
  • Maintain professionalism in all customer interactions, including escalations
  • Address every request with an appropriate response (resolve or reassign)
  • To manage customerrelated incidents ensuring a speedy resolution within the SLAs
  • To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems
  • To Assist in the Administration of Network Infrastructure
  • Process Compliance
  • Follow guidelines/script and ensure every customer interaction is qualitycompliant
  • Log all requests and update the database as per the guidelines
  • Maintain the security of the network
  • Self-development & leadership
  • Keep manager updated on potential risks and performance deficiencies proactively
  • Regularly updates product knowledge and technical skills using available resources
  • Incorporate Datacom values into team interactions

Requirements:

Requirements:

  • Knowledge of Network Hardware including Routers, Hubs, and Switches
  • Able to recreate and administer network infrastructure
  • Proactive in ticket management
  • Conflict resolution
  • Resultsoriented
  • Prior experience in customer telephone support or service desk
  • Experience in LAN topology and infrastructure.
  • Working in a constantly changing environment

Skills:

  • Tools usage
  • Knowledge management center
  • Work instruction document (SOP)
  • Soft skills
  • TS and problem resolution
  • Written and spoken English
  • 35 WPM
  • Customer Service
  • Empathy
  • TS and problem resolution
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