Global Services Desk Staff Analyst
2 weeks ago
**About our group**:
This position is part of the End User Services that is part of the Information (IT) organization. The End User Services collaborates with global business and IT teams to ensure all employees able to perform their work and keep our business running smoothly.
**About the role - you will**:
- Monitor service delivery channels and collects performance data to improve GSD metrics
- Be responsible for day-to-day operations, shift resource planning and work allocation to meet agreed service levels.
- Assists with specifications, development, research and evaluation of service standards to ensure GSD run optimum at all times
- Draft and maintain policy, standards and procedures for End User Service or Service Desk functions
- Ensure all tracking and monitoring of performance delivery through all channels are carried out, analysed all metrics and reports, and issues are resolved.
- Escalate issues appropriately using hierarchical and functional escalation guidelines
- Prepare reporting and statistical analysis on mined from the ticket logging and tracking system
**About you**:
- Qualified expertise in Computer Science/Information or equivalent
- Fluent in English communication (written and oral) skill
- Self-initiative and willing to learn
- Excellent leadership quality
**Your experience includes**:
- Hands-on execution on ticket logging system
- Ability to think outside of box for quick resolution and sustenance
- Excellent analytical skills
- Effective time management skills
- Certification in ITIL and HDI will be an added advantage
**Location**:
Our Penang office is located in Suntech at Cybercity. Easily accessible from two bus stops, many employees take mass-transportation to work. Ample free on-site parking is also available. Enjoy our on-site gym, test your ping-pong skills, or take on your colleagues in a badminton match after work. You can grab breakfast, lunch and coffee at our on-site cafe. Prefer to eat off-site? The public food court across the street offers many delicious options. Our Absolute Privilege club also offers Seagate employees deals for discounted food, beverages and services.
**Location**: Penang, Malaysia, Suntech
**Travel**: None
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