Service Desk Analyst Account Administrator

4 weeks ago

Petaling Jaya, Malaysia JOS (MALAYSIA) SDN BHD Full time

**Job Specification**
- Perform Account Administration of System and Application.
- First point of contact to customers. Create service request in the customer care systems. Perform 1st level problems analysis and troubleshooting of technical issue. Escalate service ticket to 2nd Level or onsite support team to further resolving the technical issue. Provide daily call status and close service ticket.

**Responsibilities**
- Create, close and resolve service ticket in the customer care systems.
- Inbound contacts ticket logging, ticket classification, prioritization, first call resolution and ticket management (resolver group assignments)
- Log case to vendor and follow up to close service tickets.
- Perform incident and request escalation to L2, L3 resolver groups where the matter(s) cannot be resolved by the Service Desk.
- Perform maintenance and updates of and to the Knowledge Database
- React and respond to alerts generated as tickets in Service Now via monitoring tools (e.g. from Solar Winds and other monitoring tools).
- Maintain the configuration of Active Directory and related services, such as DNS.
- Follow up on outstanding requests and ensure timely resolution.
- Perform other related duties as required and assigned.
- Execute responsibilities promptly following established procedures & take ownership of service requests in order to meet the service level agreement objectives.
- Assist with the resolution and take proactive steps to keep customers informed.
- Provide status updates to users as appropriate.
- Recommend ongoing operation improvements.

**Requirements**:

- Diploma/Bachelor’s degree in IT / Computers
- Minimum 1-2 years’ experience in Account Administration of System and Application & service desk
- Good knowledge in diagnostic and troubleshooting skills
- Possess excellent communication and interpersonal skills and excellent customer service skills
- Possess a good command and written skill in English, Bahasa Malaysia. Ability to speak Mandarin is an added advantage
- Self-motivated and good team player
- Highly committed and able to work with mínimal supervision
- Able to work on shift rotation
- Must have the aptitude to adapt, learn quickly and change direction quickly

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

**Salary**: Up to RM4,000.00 per month

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

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

**Education**:

- Diploma/Advanced Diploma (preferred)

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