IT Service Desk Analyst

4 weeks ago

Cyberjaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time

**Key responsibilities but not limited to:

- **
- Work independently with mínimal supervision to provide end-user support services.
- Actively participates and executes tasks as defined in the team processes including but not limited to IT Service Management Processes such as Incident Management, Major Incident Management, Problem Management, Request Fulfilment, User Announcements, which requires full knowledge and understanding of these policies and procedures.
- Ensures consistency and quality of work steps completed.
- Able to understand, interpret and use these processes to recommend an appropriate course of action to resolve tickets or escalate accordingly. Ensures tickets that cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected documented.
- Acts as first point of contact for end user support in WHO, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
- Sets ticket impact, urgency and prioritizes tickets, sets user perception and expectation accordingly in terms of turnaround time and response time.
- Adheres to Quality Assurance processes on Call Handling, Ticket Handling.
- Meets defined KPI Targets on call abandonment rate, mean time to resolve, first contact resolution rate, resolution rate.
- Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements.
- Ensures all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
- Utilizes available resources such as Knowledge Base and utilizes ad hoc research in providing technical support to user issues on products supported in a systematic and logical way.
- Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.
- Identifies and flags gaps in existing Knowledge Base articles.
- Contributes towards producing documentation and SOP documents.
- Providing input and feedback to the relevant service owners and ITT teams regarding the performance and enhancement of the WHO computing environment in accordance to the GSD Escalation procedure.
- Highlights and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management processes are triggered.
- Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
- Other duties and responsibilities as assigned by supervisor.

Knowledge and skills:
Essential
- Demonstrable self-training. Strong knowledge in service desk systems, incident and problem handling and escalation.
- Excellent phone etiquette and phone handling skills/techniques.
- Capability to translate the language of customers into useful technical information and vice versa.
- Ability to multi-task.
- Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.

Desirable
- Good knowledge of WHO/UN ICT and IT Global Applications would be desirable.
- Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office
- Basic knowledge of ITIL concepts and processes, and using helpdesk ticketing system

**Requirements**:

- Completion of secondary school education or equivalent with at least 5 years of working experience in the IT user support or related field or;
- 4 years with a relevant University Degree or;
- 3 years with a relevant Advanced University Degree.
- ITIL Foundation Certificate, vendor and non-vendor specific certification in customer service, Windows, Microsoft Office, and networks is an added advantage.
- Training in IT end-user support and global shared services /call centre environments is an added advantage.
- Working experience in IT/Helpdesk/Data Communication/Networking field in global centre is an added advantage.
- This position works on a shift based schedule (such sifts may occur during late evening or early morning hours)

These are the breakdown of benefits;
Salary fixed at 3250 ( no higher or lower)

2 shifts - morning ( 7.30am - 4pm) allowance rm30 per day for morning shift
- afternoon (2.30pm-11pm) allowance rm35 per day for afternoon shift

Overtime - 1.5 or 2 times of basic salary according to working hours

Contract with jma
- medical benefits - unlimited outpatient with panel clinic, hospitalisation benefits

24 days annual leave.

Location in cyberjaya - service internal users only - in Asia, Europe
- Must be good in English.

Please send me your updated resume with the details below.

Name:
Total Years of working experience:
Relevant working experi

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