Service Desk Analyst

**Job Specification**
- As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to the 2nd level, onsite support team or third-party vendor for further resolution.

**Responsibilities**
- Network Monitoring: Overseeing network performance, promptly addressing, and resolving network problems, ensuring timely client updates, and efficiently managing tickets to their resolution.
- Logging and documenting all support tickets, maintaining accurate records of the issues, resolutions, and actions taken throughout the ticket lifecycle.
- Taking ownership of created and assigned tickets and ensuring that they are resolved within the agreed-upon service level agreements (SLAs). Provide status updates to users as appropriate.
- Collaborating with third-party vendors or internal teams for advanced troubleshooting and problem resolution. Log case to vendor and follow up to close service tickets.
- Escalating critical or widespread issues to the appropriate technical teams, lead or managers and following up on the progress until the resolution is achieved. Execute responsibilities promptly following established procedures & take ownership of service requests to meet the service level agreement objectives.
- Collaborating with cross-functional teams, including system administrators, network engineers, and relevant parties, to ensure efficient problem resolution and system performance.

**Requirements**:

- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience) is preferred. Diploma holder in relevant field is acceptable.
- Proven experience in similar role, providing tech support and assistance to end user.
- Good knowledge in diagnostic and troubleshooting skills.
- Experience in ticketing systems or IT service management tools
- Effective communication skills in English & Malay, both verbal & written, to interact with end users at various technical levels. The ability to speak Mandarin or other local language is an added advantage.
- Ability to work well under pressure, prioritize tasks, and manage time effectively in a fast-paced environment.
- Customer-focused approach with a commitment to delivering high-quality service and maintaining professionalism.
- Knowledge of POS systems and mobile ordering systems used in the retail industry will be a bonus.
- Self-motivated, good team player and able to work under mínimal supervision, demonstrating initiative and a proactive attitude towards problem-solving.
- Able to work on a 24/7 shift rotation, including weekends and public holidays.
- Demonstrates the ability to quickly adapt, learn new concepts, and readily adjust to changing priorities and directions.
- Relevant certifications such as ITIL and SDI certification are a plus.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: Up to RM3,500.00 per month

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Monday to Friday

Application Question(s):

- How long is your notice period to your current employer?
- Are you Malaysian?

**Education**:

- Diploma/Advanced Diploma (preferred)

Ability to Relocate:

- Tanjung Malim: Relocate before starting work (preferred)