IT Service Desk Analyst

5 days ago

Cyberjaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time

**Key responsibilities but not limited to:

- **
- Work independently with mínimal supervision to provide end-user support services.
- Actively participates and executes tasks as defined in the team processes including but not limited to IT Service Management Processes such as Incident Management, Major Incident Management, Problem Management, Request Fulfilment, User Announcements, which requires full knowledge and understanding of these policies and procedures.
- Ensures consistency and quality of work steps completed.
- Able to understand, interpret and use these processes to recommend an appropriate course of action to resolve tickets or escalate accordingly. Ensures tickets that cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected documented.
- Acts as first point of contact for end user support in WHO, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
- Sets ticket impact, urgency and prioritizes tickets, sets user perception and expectation accordingly in terms of turnaround time and response time.
- Adheres to Quality Assurance processes on Call Handling, Ticket Handling.
- Meets defined KPI Targets on call abandonment rate, mean time to resolve, first contact resolution rate, resolution rate.
- Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements.
- Ensures all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
- Utilizes available resources such as Knowledge Base and utilizes ad hoc research in providing technical support to user issues on products supported in a systematic and logical way.
- Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.
- Identifies and flags gaps in existing Knowledge Base articles.
- Contributes towards producing documentation and SOP documents.
- Providing input and feedback to the relevant service owners and ITT teams regarding the performance and enhancement of the WHO computing environment in accordance to the GSD Escalation procedure.
- Highlights and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management processes are triggered.
- Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
- Other duties and responsibilities as assigned by supervisor.

Knowledge and skills:
Essential
- Demonstrable self-training. Strong knowledge in service desk systems, incident and problem handling and escalation.
- Excellent phone etiquette and phone handling skills/techniques.
- Capability to translate the language of customers into useful technical information and vice versa.
- Ability to multi-task.
- Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.

Desirable
- Good knowledge of WHO/UN ICT and IT Global Applications would be desirable.
- Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office
- Basic knowledge of ITIL concepts and processes, and using helpdesk ticketing system

**Requirements**:

- Completion of secondary school education or equivalent with at least 5 years of working experience in the IT user support or related field or;
- 4 years with a relevant University Degree or;
- 3 years with a relevant Advanced University Degree.
- ITIL Foundation Certificate, vendor and non-vendor specific certification in customer service, Windows, Microsoft Office, and networks is an added advantage.
- Training in IT end-user support and global shared services /call centre environments is an added advantage.
- Working experience in IT/Helpdesk/Data Communication/Networking field in global centre is an added advantage.
- This position works on a shift based schedule (such sifts may occur during late evening or early morning hours)

These are the breakdown of benefits;
Salary fixed at 3250 ( no higher or lower)

2 shifts - morning ( 7.30am - 4pm) allowance rm30 per day for morning shift
- afternoon (2.30pm-11pm) allowance rm35 per day for afternoon shift

Overtime - 1.5 or 2 times of basic salary according to working hours

Contract with jma
- medical benefits - unlimited outpatient with panel clinic, hospitalisation benefits

24 days annual leave.

Location in cyberjaya - service internal users only - in Asia, Europe
- Must be good in English.

Please send me your updated resume with the details below.

Name:
Total Years of working experience:
Relevant working experi

  • Service Desk Analyst

    1 day ago

    Cyberjaya, Malaysia HR FIRST Sdn Bhd Full time

    Position: Service Desk Analyst Based office: Cyberjaya Salary offer: up to RM3,520 Contract: 6 months The incumbent is expected to undertake the following duties and responsibilities: - **Recommend an appropriate course of action to resolve tickets or escalate accordingly.** - Ensure that tickets which cannot be resolved at this level are escalated to the...

  • IT Service Desk Analyst

    5 days ago

    Cyberjaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time

    **Key responsibilities but not limited to: - ** - Work independently with mínimal supervision to provide end-user support services. - Actively participates and executes tasks as defined in the team processes including but not limited to IT Service Management Processes such as Incident Management, Major Incident Management, Problem Management, Request...

  • Service Desk Analyst

    3 weeks ago

    Cyberjaya, Malaysia Atos Services Sdn Bhd Full time

    Dear All, Greetings from Atos! We are hiring for the Service Desk Analyst role. **Job Title - Service Desk Analyst** **Job Type - Permanent** **Job Location - Cyberjaya, Selangor** **Core responsibilities**: - Take and receive all customer calls in a professional and courteous manner as well as providing advice and support. - Follow procedures to...

  • IT Service Desk Analyst

    4 weeks ago

    Cyberjaya, Malaysia DHL Full time

    **SUMMARY** Begin your career with DHL IT Services! We are seeking for a talented Service Desk/CAM Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed...

  • Service Dest Analyst

    3 days ago

    Cyberjaya, Malaysia Accord Innovations Private Limited Full time

    **Title **: Service Desk Analyst-English **Duration **:12 Months and renewable contract (later will convert as permanent) **Type **: Payroll with Accord innovations, Contract through us **Client **: ATOS **Location **: Selangor, Malaysia **Job Description (JD)**: - Minimum 1 year of experience Service Desk Analyst - Proficient in English Speaking B2...

  • IT Service Desk Analyst

    3 days ago

    Cyberjaya, Malaysia Logicalis Australia Full time

    **About the Role** To deliver on our objective of providing world class managed services for our customers. As an **IT Service Desk Analyst**, you will provide support for all end-user/ desktop technology requests or issues that customers present. Your core objective is to restore service for the customer as quickly as is possible and, where further...

  • Service Desk Analyst

    3 weeks 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...

  • Service Desk Analyst

    3 weeks ago

    Cyberjaya, Malaysia DHL Full time

    **SUMMARY** Begin your career with DHL IT Services! We are seeking for a talented Service Desk Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed Service...

  • Service Desk Analyst

    4 weeks ago

    Cyberjaya, Malaysia DHL Full time

    **SUMMARY** Begin your career with DHL IT Services! We are seeking for a talented Service Desk/CAM Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed...

  • Service Desk Analyst

    5 days ago

    Cyberjaya, Malaysia DHL Full time

    **SUMMARY** Begin your career with DHL IT Services! We are seeking for a talented Service Desk/CAM Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed...

  • Service Desk Analyst

    3 weeks ago

    Cyberjaya, Malaysia DHL Full time

    **SUMMARY** Begin your career with DHL IT Services! We are seeking for a talented Service Desk Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed Service...

  • Service Desk Analyst

    2 days ago

    Cyberjaya, Malaysia DHL Full time

    **SUMMARY** Begin your career with DHL IT Services! We are seeking for a talented Service Desk Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed Service...

  • Service Desk

    4 weeks ago

    Cyberjaya, Malaysia Ask Consulting Full time

    Service Desk are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates. **Job Type**: Contract Contract length: 12 months **Salary**:...

  • Service Desk

    6 days ago

    Cyberjaya, Malaysia Ask Consulting Full time

    Service Desk are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates. **Job Type**: Contract Contract length: 12 months **Salary**:...

  • Service Desk

    10 hours ago

    Cyberjaya, Malaysia Ask Consulting Full time

    Service Desk are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates. **Job Type**: Contract Contract length: 12 months **Salary**:...

  • Service Desk Analyst

    1 day ago

    Cyberjaya, 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,...

  • IT Service Desk

    3 weeks ago

    Cyberjaya, Malaysia Vivcal Technologies Sdn Bhd Full time

    **Position Title : Client Support Officer** **Work Location : Cyberjaya** **Salary offered : Basic up to RM 4,500** **Allowances & working hours : Will be further discussed during the interview** **ORGANIZATIONAL BACKGROUND**: Client Support Officer: Integrated Service Operations position is designed to provide service desk functions to wide variety of...

  • Deal Desk Sales Commission Analyst

    7 days ago

    Cyberjaya, Malaysia Quest Software Full time

    Overview: Accounting Analyst for Deal Desk Programs - Sales Commission Team, handle sensitive commission information for sales makers to ensure they are compensated accurately and timely. **Responsibilities**: - This position will require close interaction with Sales Operations & Supports, Sales, Accounting, Human Resources & Payroll, and other financial...

  • IT Service Desk

    3 weeks ago

    Cyberjaya, Malaysia Vivcal Technologies Sdn Bhd Full time

    **Position Title : Client Support Officer** **Work location : Cyberjaya** **Basic salary offered : Basic up to RM 3,800** **Company : Multinational company - Telecommunication Industry** **Other allowances and working hours : Will be further discussed during the interview** **ORGANIZATIONAL BACKGROUND** Client Support Officer: Integrated Service...

  • Help Desk

    2 days ago

    Cyberjaya, Malaysia Tentacle Technologies MSC Sdn. Bhd Full time

    **Position: IT Support - L1 Service Desk** **Required**: - 1 - 2 years of experience in supporting enterprise technologies or equivalent - Customer service experience - intermediate knowledge skills of L1 service desk support/ L1 Technical Support - Microsoft Office Apps, Snow ticketing tools - Education Level - Diploma or higher or equivalent experience -...