IT Service Desk Analyst

1 week ago

Kuala Lumpur, Malaysia Diksha Technologies Sdn Bhd Full time

**Job Title: IT Service Desk Analyst**

**Budget**: Dependent on background and experience
**Duration**: 1 Year (Renewable)
**Number of Positions Open**: 1

**Role Context & Purpose**

The IT Service Desk Analyst will play a pivotal role in contributing to projects that have a significant impact on the organization. This position will provide essential IT support and expertise to ensure the success of various projects. The Analyst will work closely with the Service Delivery Manager and Service Desk Lead to analyze incident trends, identify root causes of negative trends, and implement effective resolutions, fostering a proactive approach to incident management.

**Key Accountabilities**
- Initiate the problem escalation process to the next level of support as necessary.
- Engage in continuous learning and knowledge sharing across various IT domains.

**Key Performance Indicators**
- Ensure service delivery aligns with established service level targets.
- Perform additional ad-hoc IT tasks as required.
- Maintain compliance with IT Service Management processes.
- Adhere to IT Risk and Security policies.

**External & Internal Contacts**
- End users
- Service Delivery Manager
- Service Desk Lead
- Event and Facility team members
- IT stakeholders across Business Units
- IT teams within Group Shared Services
- Risk Management and Internal Audit teams
- External Auditors
- Vendors and Service Providers

**Qualifications & Experience**
- Degree or Diploma in Information Technology or a related discipline.
- 2-3 years of experience in a similar IT Service Desk role.
- Proficiency with SaaS ITSM tools, such as ServiceNow.
- Excellent troubleshooting and problem-solving skills.
- Strong communication abilities, with a focus on effectively interacting with end-users and support teams.
- Familiarity with ITIL best practices and incident management processes.
- Strong analytical and reporting skills.
- Self-motivated, proactive, and capable of working both independently and collaboratively within a team environment.

**Knowledge & Technical Skills**
- ServiceNow
- Active Directory
- AVD/WVD support
- Microsoft SharePoint
- MS Intune
- Proficiency in spoken and written English
- Familiarity with iOS and Android operating systems
- Knowledge of Mac OS and JAMF Pro is advantageous
- Experience with Voice over IP (VoIP) phones and corporate mobile devices

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

Pay: Up to RM7,000.00 per month

**Benefits**:

- Additional leave
- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

Work Location: In person

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