Service Desk Analyst

1 week ago

Cyberjaya, Malaysia ELABRAM SYSTEMS Full time

**Service Desk Analyst**

The Service Desk provides a single point of contact for all IT problems and enquiries. Service Desk takes responsibility of the total end to end management of all calls (from the initial contact, until the call is closed) and provides End-to End Tier 1 Incident Management support for all Desktop related problems and queries. The Service Desk Analysts are IT-skilled and provide complex technical advice to customers on queries and requests related to all aspects of the desktop area and to ensure that this support meets the established Service Level Agreements and quality standards.  

**Skill set & Experience**

**General**
- Experience of working in a large customer focused environment;
- At least 1 year’s experience in a customer service industry, preferably IT based;
- At least 2 years experience of working in a helpdesk/customer handling environment;
- Fresh graduates with IT knowledge is welcome to apply.
- Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2  years is an definite added advantage
- Good interpersonal skills and customer interface skills - both on the phone and in person with customers and colleagues
- Good written and verbal communication skills - in particular verbal and telephone enquiry handling skills in business fluent English
- Excellent listening skill
- Good analytical skills and an ability to define the precise nature of customer problems;
- Ability to conceptualize problems
- Ability to give specific and clear instructions and problem-solving advice
- Ability to organize and prioritize work in an effective manner
- Ability to work under pressure and be decisive
- Ability to support multiple accounts/customer environment
- Methodical and disciplined approach to work
- Self motivation, drive and determination to succeed
- Good personal time management and task organization
- Ability to structure and organize small projects
- Ability to work well in a team
- Good understanding of customer satisfaction principles and practices
- Willing to work on 24x7 shift hours including weekends/public holidays

**Technical**
- In depth knowledge of PC technologies and desktop/server hardware and software architectures
- Knowledge of cabling and network architectures
- Ability to grasp new technical concepts quickly
- Basic understanding of computers and how they are configured
- Ability to identify and distinguish between hardware, software, network and server problems;
- Good knowledge of Atos Origin support teams and their interface with customers
- Knowledge and experience in the use of customer request recording systems and Atos Origin Service Management Tool
- Knowledge and experience in RAS support and general administration

**Added Advantage**
- Knowledge and experience of MS Server Products - i.e. SMS, TS, Exchange, MOM, SQL, ISA
- Knowledge and experience of McAfee Anti Virus products

**Salary**: RM2,600.00 - RM3,600.00 per month

Schedule:

- Rotational shift

Ability to Commute:

- Cyberjaya (required)

Ability to Relocate:

- Cyberjaya: Relocate before starting work (required)

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