Service Desk Analyst

3 weeks ago

Penang, Malaysia Axiom Technologies Full time

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

**IT Skills and Experience**
- Work to resolve Internal Customer service desk issues by providing necessary services, troubleshooting, fixes, workarounds, training and advice.
- Escalate more complex Service desk issues to the relevant Siemens IT team/technician within prescribed time limits.
- Manage Service desk requests from receipt of the support request through fulfillment/problem resolution, or escalation.
- Log all Internal Customer interactions in the ticket system.
- Document incident resolutions and knowledge for reuse by Internal
- Customers and IT support personnel.
- Comply with all of IT Service Management processes and best practices.
- Participate as requested in appropriate IT releases by testing the usability of such releases from an Internal Customer’s perspective.
- Drive continuous improvement in IT request and support processes.
- Work on additional projects as requested and pre-approved by the team lead or manager.
- Be flexible to work any shift or overtime as requested.
- Monitor physical data center environment
- .
- **Skills and Abilities Required**:

- Strong Customer Service skills
- Strong Verbal and Written communication skills
- Strong troubleshooting skills
- Strong and fast Key-boarding skills
- Should have a strong understanding of basic computer hardware, software and
networking systems, and be able to explain them in a clear, concise manner.
- Strong analytical and problem-solving capabilities

**Education and Experience Requirement**:

- Strong Working knowledge of current Microsoft based operating systems
- Strong Working knowledge of multiple browsers (IE, Chrome, Firefox)
- Previous Help Desk/Service Desk experience preferred
- Knowledge, training or experience with Unix or Mac desirable
- Knowledge of emerging tools, techniques and technologies
- Experience or training with using and troubleshooting Microsoft Office and Office
365 with emphasis on Teams, Outlook, MS Word, MS Excel and MS PowerPoint
- Knowledge of Antivirus software, PKI, data security and data encryption
desirable
- Experience or training with set-up and troubleshooting of remote connectivity
- Basic understanding of PC hardware set-up and configuration, MCP, CompTIA,
A+ and/or network+ certification would be desirable
- Microsoft SharePoint knowledge - desirable
- Previous Service Desk or Network operations experience preferred
- Working basic knowledge of Networks and troubleshooting network connection
issues.
- Account management, Active Directory knowledge (add, change) - preferred

**Basic knowledge of**:

- Active Directory
- Exchange
- Apple OS
- SCCM

**Experience in a similar role**
- 1-3 years of relevant experience

**What next?

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