Service Desk Analyst

7 months ago


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

**Job Specification**
- As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to the 2nd level, onsite support team or third-party vendor for further resolution.

**Responsibilities**
- Network Monitoring: Overseeing network performance, promptly addressing, and resolving network problems, ensuring timely client updates, and efficiently managing tickets to their resolution.
- Logging and documenting all support tickets, maintaining accurate records of the issues, resolutions, and actions taken throughout the ticket lifecycle.
- Taking ownership of created and assigned tickets and ensuring that they are resolved within the agreed-upon service level agreements (SLAs). Provide status updates to users as appropriate.
- Collaborating with third-party vendors or internal teams for advanced troubleshooting and problem resolution. Log case to vendor and follow up to close service tickets.
- Escalating critical or widespread issues to the appropriate technical teams, lead or managers and following up on the progress until the resolution is achieved. Execute responsibilities promptly following established procedures & take ownership of service requests to meet the service level agreement objectives.
- Collaborating with cross-functional teams, including system administrators, network engineers, and relevant parties, to ensure efficient problem resolution and system performance.

**Requirements**:

- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience) is preferred. Diploma holder in relevant field is acceptable.
- Proven experience in similar role, providing tech support and assistance to end user.
- Good knowledge in diagnostic and troubleshooting skills.
- Experience in ticketing systems or IT service management tools
- Effective communication skills in English & Malay, both verbal & written, to interact with end users at various technical levels. The ability to speak Mandarin or other local language is an added advantage.
- Ability to work well under pressure, prioritize tasks, and manage time effectively in a fast-paced environment.
- Customer-focused approach with a commitment to delivering high-quality service and maintaining professionalism.
- Knowledge of POS systems and mobile ordering systems used in the retail industry will be a bonus.
- Self-motivated, good team player and able to work under mínimal supervision, demonstrating initiative and a proactive attitude towards problem-solving.
- Able to work on a 24/7 shift rotation, including weekends and public holidays.
- Demonstrates the ability to quickly adapt, learn new concepts, and readily adjust to changing priorities and directions.
- Relevant certifications such as ITIL and SDI certification are a plus.

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

**Salary**: Up to RM4,300.00 per month

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Monday to Friday

Application Question(s):

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

**Education**:

- Diploma/Advanced Diploma (preferred)

Ability to Commute:

- Petaling Jaya (preferred)



  • Petaling Jaya, Malaysia 3S-Talent Search Full time

    We are looking for a highly capable service desk analyst to be part of our global service desk unit. Company nature: IT Consulting (Business & Management) Employment status: Permanent Salary & Benefit**:Basic + Language allowance** + Bonus + benefit Medical, Miscellaneous allowance, Parking, Performance Bonus Job Responsivities: You will be handling...

  • Service Desk Analyst

    7 months ago


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

    **Responsibilities**: - Create, close and resolve service ticket in the customer care systems - Log case to vendor and follow up to close service tickets - Follow up on outstanding requests and ensure timely resolution - Perform escalation to Level 2 support for any calls that beyond the 1st level scopes - Execute responsibilities promptly following...

  • Service Desk Team Lead

    7 months ago


    Petaling Jaya, Malaysia NEXTDC Full time

    **Company Description** At NEXTDC we have been building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies. We are establishing a new data centre in Petaling...

  • Service Desk Analyst

    7 months ago


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

    **Job Specification** - As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to...


  • Petaling Jaya, Malaysia Ssquad Global Full time

    Day to day as an executive and tier 1 support Providing desk side support including white glove service to executive team and on site level 1 support to users - Imaging and re-imaging laptops and desktops setting it up with required configurations for new and existing users. - Diagnosing, troubleshooting and solving hardware (PCs, Printers), software and...


  • Petaling Jaya, Malaysia Sports Direct Full time

    Company Description Sports Direct Malaysia is currently looking for IT Service Desk Analyst to join our growing team. We have developed a new generation of stores as part of our multi channel elevation strategy, to enhance the customer experience at every step of the journey. Our focus is on presenting an unrivalled range of quality products at excellent...

  • Service Desk Analyst

    7 months ago


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

    **Job Specification** - As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to...

  • IT Graduate Trainee

    7 months ago


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

    **Job Specification** - As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to...

  • Service Desk Analyst

    7 months ago


    Petaling Jaya, Malaysia Aisling Consulting Full time

    Responds and addresses customers' problems in a timely manner utilizing our support system - Supports customer in a high quality, engaging, and empathetic 1:1 discussion. Troubleshoot technical issue if required. - Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries - Provides feedback on tools, resources,...


  • 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...

  • IT Support Analyst

    2 weeks ago


    Petaling Jaya, Malaysia Schlumberger Full time

    **IT Support Analyst**: Petaling Jaya - Malaysia **About Schlumberger**: We are Schlumberger, the leading provider of technology and services to the energy industry. Throughout much of the oil and gas lifecycle in over 120 countries; we design, develop, and deliver technology and services that transforms how work is done. We define the boundaries of the...


  • 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...


  • Petaling Jaya, Malaysia Air Liquide Full time

    ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and...


  • Petaling Jaya, Malaysia Lenovo Technology Sdn Bhd Full time

    Key Objectives of Position: As a Lenovo Managed Service Desk Supervisor, you are one of the key pillars in providing support services for our Managed Service customers. Being skilled in Lenovo Systems, procedures, and operations, you will be responsible to drive customer support Service Level Agreement (SLA) primarily in Indonesia & South East Asia markets....


  • Sri Petaling, Malaysia Imu Educations Sdn Bhd Full time

    **Responsibilities**: - Job Responsibilities: - Provides basic technical support for all software and hardware within agreed Service Level Agreements(SLA). - Providing an effective interface and communication between users and IT staff for any form of technical assistance. - Providing basic remote technical assistance for questions and problems - Work...


  • Petaling Jaya, Malaysia Air Liquide Full time

    ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and...


  • Petaling Jaya, Malaysia Air Liquide Full time

    ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and...

  • IT Service Desk

    3 days ago


    Subang Jaya, Malaysia Company Confidentials Full time

    Title Designation : IT Service Desk Indonesia Support) Work Location : Subang Jaya **Responsibilities**: - Performs initial level of problem identification and attempts to resolve, when appropriate otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the...

  • Service Desk Operator

    7 months ago


    Petaling Jaya, Malaysia NEXTDC Full time

    **Company Description** NEXTDC designs, builds and operates next generation data centres using cutting edge technology, providing local and international companies with premium data storage facilities that enable them to transition to a cloud computing environment. Going from a start up to a scale up, NEXTDC is an ASX200 listed company with eight, soon to be...

  • Service Desk Operator

    7 months ago


    Petaling Jaya, Malaysia NEXTDC Full time

    **Company Description** NEXTDC designs, builds and operates next generation data centres using cutting edge technology, providing local and international companies with premium data storage facilities that enable them to transition to a cloud computing environment. Going from a start up to a scale up, NEXTDC is an ASX200 listed company with eight, soon to be...