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Service Desk Analyst

3 months ago


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

Responsibilities:

  • Create, close and resolve service ticket in the customer care systems
  • Log case to vendor and follow up to close service tickets
  • Follow up on outstanding requests and ensure timely resolution
  • Perform escalation to Level 2 support for any calls that beyond the 1st level scopes
  • Execute responsibilities promptly following established procedures & take ownership of service requests in order to meet the service level agreement objectives
  • Assist with the resolution and take proactive steps to keep customers informed
  • Provide status updates to users as appropriate
  • Provides update of technical issue and resolution to central knowledgebase upon service ticket closed
  • Recommend ongoing operation improvements
  • Perform other related duties as required and assigned

Job Requirements:

  • Diploma/Bachelor's degree in IT/Computer Science
  • Minimum 1 year working experience in Service Desk
  • Good knowledge in diagnostic and troubleshooting skills
  • Able to work on shift rotation
  • Able to support and participate in 24x7 oncall support rotation schedule for Service Desk Operation
  • Possess excellent communication and interpersonal skills and excellent customer service skills
  • Highly committed and able to work with mínimal supervision
  • Have support knowledge on Active Directory, Microsoft 365, printers, network, desktop issues

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