![Bright Prospect](https://media.trabajo.org/img/noimg.jpg)
Global Service Desk Analyst
2 months ago
Full Time _Selangor_ November 6, 2023 - March 5, 2024 Information Technology - IT - Hardware
**Job Overview**:
- **Salary **RM5,000 - Rm7,500
**Location**: Shah Alam_, Selangor_
**Job Descriptions**:
- 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 Requirements**:
- 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.
**Others Information**:
For those who have what it takes, please send in resume to:
Recruitment Consultant : Fenny
**Agensi Pekerjaan & Perundingcara Bright Prospect Sdn Bhd**
Lot No.28-03, 28th Floor, Public Bank Tower,
No.19, Jalan Wong Ah Fook, 80000 Johor Bahru, Johor.
Tel : 607 -2233 228
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