Service Desk Analyst

4 weeks ago


Cyberjaya, Malaysia Krava Studio Enterprise Full time

Recommend an appropriate course of action to resolve tickets or escalate accordingly.
- Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
- Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
- Ensure 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.
- Provide 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.
- Contribute towards producing documentation and SOP documents.
- Other duties and responsibilities as assigned by supervisor

**Job Type**: Contract
Contract length: 6 months

Pay: From RM3,500.00 per month

**Benefits**:

- Health insurance

Schedule:

- Rotational shift

Ability to commute/relocate:

- Cyberjaya: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- IT support: 3 years (preferred)

**Language**:

- English (preferred)


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