Service Desk Analyst

2 weeks ago

Kuala Lumpur, Malaysia INNOVATZ SOLUTIONS SDN BHD Full time

Graduate with Minimum 3+ years of experience in service Desk Excellent communication and conversation skills in English with a Versant Score of 70 Good Knowledge of Incident, Change and Problem Management Manage Service Desk activities, including: o Owning overall responsibility for Incident and Service Request process handling on the Service Desk o Liaise with the Service Manager o Help with the development and issuance of Service Desk Operational Reports o Liaise with the designated Change lead as requested Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles. Attend voice calls Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket. Use Remote Desktop to assist the end users as required. Good Knowledge on O365 products. Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
We at Innovatz understand the digital transformation imperative - and how insures can and should move forward in this transformation journey. Our deep functional knowledge, long industry experience and broad set of capabilities make Innovatz ready to collaborate with insurer’s to develop programs that drive immediate value and set a strategic course to be a fully automated, analytics-driven and highly innovative future. Working as a strategic advisor, leading implementation support and services team, or services as full business partners is something we take pride in with a successful track record. We are ready to make the digital insurer a reality - starting today. OUR MISSION is to deliver high end digital transformation projects to industries that power human connections through people process & technology.
Bachelor's or Equivalent

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