Service Desk Analyst

7 days ago

Cyberjaya, Malaysia JOS (MALAYSIA) SDN BHD Full time

**Responsibilities**
- To diagnose and troubleshoot end-users’ problems with various IT tools.
- To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level.
- Log IT requisition/problems for end-users into Ticketing System (Service Now)
- Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
- To monitor the escalation procedures and keep end-users informed.
- Responding to the users by answering the telephone calls or by conducting field visits.
- Analyses and clarifies the queries by conducting research and troubleshooting the issues.
- Provide necessary operation reports and documentation

**Requirements**:

- Diploma/Bachelor’s degree in IT / Computers
- Minimum 1-2 years’ experience in Service Desk
- Good knowledge in diagnostic and troubleshooting skills
- Possess excellent communication and interpersonal skills and excellent customer service skills
- Possess a good command and written skill in English, Bahasa Malaysia. Ability to speak Mandarin is an added advantage
- Self-motivated and good team player
- Highly committed and able to work with mínimal supervision
- Able to work on shift rotation
- Must have the aptitude to adapt, learn quickly and change direction quickly

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

**Salary**: Up to RM3,500.00 per month

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Day shift
- Night shift
- Rotational shift

Ability to commute/relocate:

- Cyberjaya: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- How long is your notice period to your current employer?

**Experience**:

- Help desk: 2 years (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)

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