Service Desk Analyst

Support the running of the regional BPO service performance & governance framework. Support the development and governance of continuous improvement initiatives in the Region

Job Title:
Service Desk Analyst

**Job Description**:

- About Dentsu
- Led by Dentsu Group Inc. (Tokyo: 4324; ISIN: JP3551520004), a pure holding company established on January 1, 2020, the Dentsu Group encompasses two operational networks: dentsu japan network, which oversees Dentsu’s agency operations in Japan, and dentsu international, its international business headquarters in London, which oversees Dentsu’s agency operations outside of Japan.

With a strong presence in approximately 145 countries and regions across five continents and with 65,000 dedicated professionals, the Dentsu Group provides a comprehensive range of client-centric integrated communications, media and digital services through its five leadership brands—Carat, dentsu X, iProspect, Dentsu Creative, and Merkle—as well as through Dentsu Japan Network companies, including Dentsu Inc., the world’s largest single brand agency with a history of innovation. The Group is also active in the production and marketing of sports and entertainment content on a global scale.

As a Service Desk Team Analyst in our Kuala Lumpur office you will support the operational execution of the Global Service Desk to ensure DAN provides exceptional Customer Service.

Working with market leading ITSM Service Management tools you will be part of the Global Service Desk that support Asia, India, Australia and New Zealand.

Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, the Global Service Desk provides a digital gateway into service support, providing a high level of first time fixes to our internal staff.

Job Responsibilities
- Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data, information about the related Configuration Item (CI). Assists in the investigation of problems and other requests for support. Monitors progress of requests for support and keeps users abreast accordingly for support.
- Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. Includes making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintains/ update incidents records throughout the incident life cycle.
- Responds to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintains accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls as appropriate in accordance with established escalation procedures. Maintains related logs and advises users of actions taken.
- Provides advice to users on systems, products and services which are available to them and provides information on updates, known errors, changes in availability, new facilities etc to assists users in making more effective use of desk-top systems, products and services.
- Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner
- Deliver service against quality assurance measures providing accurate and consistent service delivery
- Support the Kuala Lumpur and Manchester Service Desk team leads to promote, champion and drive the use of ITIL best practices ensuring the delivery of excellent customer service within the global service desk function
- Support the development and maintenance of the service desk support tools, to meet Customer and IT Services needs
- Support both positive and negative customer satisfaction results, providing our customers with a timely response
- Be part of a global team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented process and procedures
- Train, support and mentor other member of the team, and provide training to new starters as per the service induction programme

**Requirements**:

- Ability to develop good relationships with customers, key stakeholders and your colleagues
- Good analytical skills and an ability to define the precise nature of customer requirements
- Ability to organise and prioritise your work in an effective manner
- Ability to work under pressure, and works well in a team
- Active listening, includes being alert and showing interest in what the customer is saying
- Speak in terms that a customer can understand and view things from the customer’s perspective
- Shares relevant information with others. Aware of different sources of information, know where to go for what
- Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks.
- Work systematically and a