IT 3rd Line Support Analyst

4 days ago

Bandar Sunway, Malaysia Agensi Pekerjaan Permit Pro Consultancy Sdn Bhd Full time

Working in a team of 3rd Line analysts providing escalation support to the Service Desks for all group services
- Understanding technically the services being supported as well as building solid working relationships with key stakeholder and 3rd party support partners
- Ensuring awareness of new functionality, services and technologies that are on the road map for the expansion and elevation of the business
- Working with the Service Desk Team Leads ensuring that documentation is accurate, relevant and up to date.
- Handing over effective fixes/resolutions that the Service Desk teams can use in the future to resolve known issues in a more timely manner
- Escalating to development resource where necessary, performing trend analysis feeding in to Problem Management where either internal or external teams are required to assist with a resolution
- Providing Incident Management updates to keep all relevant teams updated
- Reviewing incoming alerts to ensure all are auctioned in a timely manner
- Working with the 3rd Line Support Manager and Delivery Managers to create and maintain a Service Improvement Plan that will enhance user experience or improve profitability by streamlining processes

**Qualifications**
- 2 - 3 years’ experience in a 1st or 2nd line IT Support environment
- Self-motivated and proactive in approach
- Highly organised, able to prioritise and effective communicator
- Strong technical background in business systems
- SQL & Powershell scripting
- SSRS Reporting & Java Script

**Salary**: From RM4,500.00 per month

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Bandar Sunway: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- 1.Expert in SQL and Powershell scripting?
- 2. Expert in SSRS Reporting & Java Script?

**Language**:

- English (required)
- Bahasa Malaysia (preferred)

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