Service Delivery Analyst

Job ID:39021
Location:Kuala Lumpur : Naza Tower : Plat
Position Category:Information Technology
Position Type:Employee Regular

**Who are LRQA?**

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

**Key Responsibilities**:

- Dedicated Deskside Support - Provision dedicated deskside support technicians as per “Location of dedicated services” table provided below. The services may include:

- Perform installs, moves, adds, changes and decommission of PCs, Laptops, workstation, and other end user devices which include Windows Operating systems.
- Manage asset inventory for all End user Compute devices in the tool provided by IT
- Provide Site support for the HUB Location Under KL
- Maintain an inventory of the spare End user compute devices in order to swap out the devices when required at HUB locations
- Provide an inventory of equipment to the IT for their review.
- Provide support for meetings/meeting rooms as requested by users.
- Perform OS deployments and installations using IT provided tools.
- Perform Incident management, Root Cause Analysis and Resolution related to End user compute. Coordinate with the Service Desk, other resolver groups and Third-Party vendors to manage all On-Site Technical Support requests related to End user compute services to Resolution and Closure. Deploy and manage printers, and miscellaneous peripherals attached to end-user devices
- Adhere to Service Levels provided by the IT while performing the services
- Assist in Laptop procurement and managing the site stock across the Hub Locations
- Comply LRQA Information Security processes, privacy, and other applicable regulations
- Provide basic onsite hands and feet support required for supporting Cisco Network devices - Switches, Routers, Wireless Access Points placed in Data Centres / data rooms Infrastructure / Network Smart hands support Provision dispatch services for LRQA locations mentioned in table “Dispatch support Sites for Infra/ Network Smart Hands Support”. The services will include
- Dialog service (watching and describing indicator lights and displays)
- Testing and securing of cable connections
- Operation of buttons and switches
- Reset & reboot
- Switching on and off (power cycle)
- Modification of cabling as per remote instruction
- Error testing following device alarm
- Software restart via keyboard
- Console access and perform remote instructions
- Testing Wireless Access points and restart as needed
- Wi-Fi AP physical support & replacement
- Network switches physical support & replacement
- WAN gear (cisco ISG) physical support & replacement
- Wi-Fi controllers in datacenter (KL) physical support & replacement
- DHCP servers in datacenter (KL) physical support & replacement
- Telephony SBC in locations physical support as required outside of OEM vendor contract

**Technical / Professional Qualifications / Requirement**
- Graduate with Min 7-8 years experience in IT support across large Organisation.
- Certifications preferred : ITIL, MCSA ,MCSE, Azure Fundamentals
- Proficiency in O365 ,Azure Cloud services and Microsoft Windows.
- Should have the ability to solve complex hardware and software issues.
- Good communication and interpersonal skills. Teamwork and coordination skills.
- Support Locations : Malaysia, Singapore, Indonesia, Thailand, Australia and New Zealand

Diversity and Inclusion at LRQA:
We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).