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Technical Support Analyst

2 weeks ago

Kuala Lumpur, Malaysia Arvato Systems Malaysia Sdn. Bhd. Full time

As a technical support analyst, you are required to provide Level 1 Incident and Service Request support for IT infrastructure, and Microsoft technology on end user devices.

**Responsibilities**:

- Work on service request tickets by receiving and handling requests for service, following agreed procedures. (Including set up new user’s accounts, give access to certain software, network folder, etc.)
- Resolve the tickets within the agreed time limits (SLA)
- Logs incidents and service requests and maintains relevant records:

- Identifies and classifies incident types and service interruptions
- Records incidents cataloguing them by symptom and resolution
- Monitor ticket queue for service requests
- Systematically interprets user problems and identify solutions and possible side effects
- Uses experience to address user problems and interrogates database for potential solutions
- Escalates complex or unresolved incidents
- Provide additional support, including ad-ministrative tasks, creating FAQs
- Create documentations related to the services being supported
- Maintain records, informs uses about the process, and advises relevant persons of action taken,

**Requirements**:

- Diploma or bachelor’s degree or equivalent
- Good customer and service focused communication skills in both speaking and writing
- Able to converse and read in English. Able to converse and read in German is an added advantage
- Positive work attitude and able to work independently in a team environment
- Confident and professional with the ability to demonstrate high levels of customer service
- Fresh graduates are encouraged to apply, training will be provided
- Participate in rotational public holiday work hours
- Open to work on shift rotation when needed - rotation on Malaysia and German work hours

**Life at Arvato Systems Malaysia**:
Are you ready to join a team that continuously nurtures creativity, champions entrepreneurship, and values every individual's contribution? Our agile and collaborative culture cultivates empowerment through ownership, trust, and respect. Within this environment, we innovate through value creation and delving into technology, shaping boundless possibilities in our ecosystem.

**What's in it for YOU**:

- ** Innovate Fearlessly**: We fearlessly challenge the status quo. Innovation runs deep within our core, and we're continually seeking groundbreaking solutions. Your ideas matter, and we offer the platform for them to flourish.
- ** Invest in Growth**: We prioritize your professional development with diverse learning, mentorship, and resources nurturing your growth through ample training opportunities.
- ** Work-Life Harmony**: At our company, we prioritize work-life harmony, championing flexibility, and support to ensure your welfare. Your mental wellness is our priority. We're committed to fostering a healthy balance between work and personal life for a happier, healthier you.
- ** Attractive Benefits**: Our flexible benefits package is designed to cater to your individual needs, complemented by exclusive perks such as Birthday Leave, Family Care Leave, and sponsored meals.
- ** Collaboration over Competition**: Teamwork isn't just an idea here - it's our way of life.
- **Thriving on Diversity**: Embracing unique viewpoints and backgrounds, we ensure Equity and Inclusivity are at the heart of our success.
- ** Celebrate Success**: From big wins to small victories, every achievement deserves its moment in the spotlight. From project milestones to personal goals and team triumphs, we're all about raising the flag high for success
- ** Wellness & Well-being are Fundamental**: We view wellness as more than personal health - it's the foundation of our caring, connected community. This emphasis on well-being drives our culture of rapid exploration and learning, propelling us forward together.
- ** Uniting through Fun**: From annual company trips to quarterly team outings, we build trust and camaraderie by engaging in enjoyable activities together.
- ** Giving Back**: Rooted in our values, we actively engage in initiatives supporting meaningful causes that benefit society. Our commitment to Corporate Responsibility is the cornerstone of our journey toward excellence.

Join Arvato Systems Malaysia for a transformative career journey. Our commitment to fair opportunities means we value skills and performance above all else - everyone is welcome to build a brighter future together.

Global IT specialist Arvato Systems supports major companies through Digital Transformation. About 3,100 staff in over 25 locations epitomize in-depth technology expertise, industry knowledge, and focus on customer requirements. Working as a team, we develop innovative IT solutions, transition our clients into the Cloud, integrate digital processes, and take on IT systems operation and support.

We provide
- Comprehensive IT solutions for retail, manufacturing, and media industries as well as for utility companies and the p