IT 3rd Line Support Analyst

3 days ago


Petaling Jaya, Malaysia Frasers Group Full time

Company Description

Frasers Group are currently looking for multiple IT 3rd Line Support Analysts to join our growing Service Desk team. Frasers Group are a global powerhouse within retail, made up of household names such as Sports Direct and USC. IT at Frasers Group is delivered by the in-house team who are passionate about what they do and are not dependent on outsourced organisations to deliver the core systems. We present an ideal opportunity for someone who is passionate about technology and wants to deliver the absolute best that they can and keep innovation at the forefront. There is a wealth of opportunity for training as well as on the job learning.

Job Description

This role will be based out of our Malaysia Head Office at Sunway Lagoon with some remote working available.
- Working in a team of 3rd Line analysts providing escalation support to the Service Desks for all group services
- Understanding technically the services being supported as well as building solid working relationships with key stakeholders and 3rd party support partners
- Ensuring awareness of new functionality, services and technologies that are on the roadmap for the expansion and elevation of the business
- Working with the Service Desk Team Leads ensuring that documentation is accurate, relevant and up to date.
- Handing over effective fixes/resolutions that the Service Desk teams can use in the future to resolve known issues in a more timely manner
- Escalating to development resource where necessary, performing trend analysis feeding in to Problem Management where either internal or external teams are required to assist with a resolution
- Providing Incident Management updates to keep all relevant teams updated
- Reviewing incoming alerts to ensure all are actioned in a timely manner
- Working with the 3rd Line Support Manager and Delivery Managers to create and maintain a Service Improvement Plan that will enhance user experience or improve profitability by streamlining processes

Qualifications
- 2 years’ experience in a 1st or 2nd line IT Support environment
- Self-motivated and proactive in approach
- Highly organised, able to prioritise and effective communicator
- Strong technical background in business systems
- SQL and Powershell scripting
- SSRS Reporting
- Java Script

Additional Information

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

- Think without limits and take the team with you
- Own it and back it
- Not hesitate and act with purpose
- Be commercial and customer-focused.


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