Global Service Desk Analyst

6 months ago


Shah Alam, Malaysia Agensi Pekerjaan & Perundingcara Bright Prospect Sdn Bhd Full time

**Key Responsibilities**:

- Serve as the primary contact for receiving phone calls and support tickets from employees regarding their IT problems and inquiries.
- Provide 1st and 2nd level IT support to diagnose and resolve software and hardware issues, including Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, printers, and mobile devices.
- Respond to IT support phone calls and handle support tickets promptly, adhering to predefined SLAs (Service Level Agreements).
- Record all phone calls and issues in the Service Desk tool, such as ServiceNow.
- Ensure that phone queue response times meet SLA requirements.
- Take responsibility for addressing and collaborate with other IT support teams to resolve high-priority problems.
- Escalate unresolved support tickets to the appropriate next-level support teams.
- Participate in on-call rotations to ensure coverage when necessary.

**Job Requirement**
- A diploma or degree in any field, coupled with a strong interest in IT and computers, along with a minimum of one year of experience in Service Desk or Technical support.
- Proficient knowledge of computer systems, mobile devices, and various technology products.
- Advanced proficiency in data gathering, monitoring, and documentation.
- Familiarity with the ITIL framework.
- Exceptional customer service skills.
- Outstanding verbal and written communication abilities in both English and Korean.
- Solid understanding of Service Desk operations.
- Essential skills in Microsoft 365, Azure Active Directory, Exchange, Office 365, MS Teams, LAN, VPN, and Wireless networks, antivirus software, and Windows 10.

Recruitment Consultant: Fenny

Contact: 07-2233 228

OUR SERVICE FOR JOB SEEKER IS FREE OF CHARGE

**Salary**: RM5,000.00 - RM7,500.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary
- Performance bonus



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