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Service Desk Analyst
3 months ago
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