Service Desk Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia AS White Global Full time

THE OPPORTUNITY

Our client is a trusted leader in delivering tailored claims management and support solutions, dedicated to making a meaningful impact on people's lives. With a strong focus on innovation, care, and results, our clients pride themselves on fostering a dynamic and inclusive work environment. They are currently seeking a Service Desk Specialist (Level 1) to join the team and contribute to the mission of providing exceptional support and service. This is an opportunity to work with a collaborative team, enhance your technical skills, and grow within a company that values excellence and professional development.

JOB DESCRIPTION

  1. Serve as the first point of contact for users experiencing hardware, software, and application issues, providing troubleshooting and problem resolution.
  2. Use available tools and strictly adhere to established procedures and policies to resolve user-reported problems to the best of your expertise.
  3. Obtain clear and concise information from users and relay it accurately to both internal and external service personnel.
  4. Accurately log incidents and resolution details in the IT Service Management (ITSM) system (HEAT).
  5. Escalate unresolved issues to appropriate teams in line with Service Desk procedures.
  6. Act as an intermediary between users and internal support teams to ensure proper understanding and interpretation of problems.
  7. Maintain open communication with users throughout the problem-resolution process to provide updates and ensure satisfaction.
  8. Utilize elevated administrative access to resolve complex issues within IT systems.
  9. Contribute to the creation and maintenance of IT knowledge base articles to aid in resolving common issues.
  10. Participate in the development and improvement of internal processes to enhance support efficiency.
  11. Work collaboratively with team members to ensure high-quality service and support.

SKILLS, EXPERIENCE AND QUALIFICATIONS:

  1. Proficient in English, both verbal and written, to effectively communicate with customers and colleagues.
  2. A degree or diploma in Information Technology, Computer Science, or a related field is preferred but not mandatory.
  3. ITIL certification is a plus. Practical experience with troubleshooting tools and systems is equally valued.
  4. Familiarity with tools and systems such as Active Directory and Azure AD.
  5. Ability to manage and prioritize multiple tasks simultaneously without compromising quality.
  6. High attention to detail when resolving incidents and maintaining logs in ITSM tools.
  7. Eagerness to embrace new challenges and continuously develop technical and customer service skills.

ASW OFFERS

  1. A diverse, inclusive, and supportive company culture.
  2. Competitive remuneration.
  3. Opportunity to collaborate and work with global clients and stakeholders.
  4. Medical benefits.
  5. Great Paid Leave entitlements.
  6. Team outings, travel opportunities, company parties/events, and other exciting activities.
  7. Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia.
  8. Industry and role-related training.
  9. Ongoing career opportunities.
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