Service Desk Analyst

2 weeks ago

Subang Jaya, Selangor, Malaysia JOS (MALAYSIA) SDN BHD Full time

Job Specification

  • As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to the 2nd level, onsite support team or thirdparty vendor for further resolution.

Responsibilities

  • Network Monitoring: Overseeing network performance, promptly addressing, and resolving network problems, ensuring timely client updates, and efficiently managing tickets to their resolution.
  • Logging and documenting all support tickets, maintaining accurate records of the issues, resolutions, and actions taken throughout the ticket lifecycle.
  • Taking ownership of created and assigned tickets and ensuring that they are resolved within the agreedupon service level agreements (SLAs). Provide status updates to users as appropriate.
  • Collaborating with thirdparty vendors or internal teams for advanced troubleshooting and problem resolution. Log case to vendor and follow up to close service tickets.
  • Escalating critical or widespread issues to the appropriate technical teams, lead or managers and following up on the progress until the resolution is achieved. Execute responsibilities promptly following established procedures & take ownership of service requests to meet the service level agreement objectives.
  • Collaborating with crossfunctional teams, including system administrators, network engineers, and relevant parties, to ensure efficient problem resolution and system performance.

Requirements:

  • Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience) is preferred. Diploma holder in relevant field is acceptable.
  • Proven experience in similar role, providing tech support and assistance to end user.
  • Good knowledge in diagnostic and troubleshooting skills.
  • Experience in ticketing systems or IT service management tools
  • Effective communication skills in English & Malay, both verbal & written, to interact with end users at various technical levels. The ability to speak Mandarin or other local language is an added advantage.
  • Ability to work well under pressure, prioritize tasks, and manage time effectively in a fastpaced environment.
  • Customerfocused approach with a commitment to delivering highquality service and maintaining professionalism.
  • Knowledge of POS systems and mobile ordering systems used in the retail industry will be a bonus.
  • Selfmotivated, good team player and able to work under mínimal supervision, demonstrating initiative and a proactive attitude towards problemsolving.
  • Able to work on a 24/7 shift rotation, including weekends and public holidays.
  • Demonstrates the ability to quickly adapt, learn new concepts, and readily adjust to changing priorities and directions.
  • Relevant certifications such as ITIL and SDI certification are a plus.

Job Types:
Full-time, Contract

Contract length: 12 months

Salary:
Up to RM4,000.00 per month

Benefits:

  • Health insurance
  • Professional development

Schedule:

  • Monday to Friday

Application Question(s):

  • How long is your notice period to your current employer?
  • Are you Malaysian?

Education:

  • Diploma/Advanced Diploma (preferred)

Ability to Relocate:

  • Petaling Jaya: Relocate before starting work (preferred)

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