Service Desk Analyst 1.0

3 days ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Nixan Mega (M) Sdn Bhd Full time

**Company Overview**

Our client specializes as a top-notch Information Technology Solutions Provider and Managed Service Provider for various businesses. We started off as a dedicated service provider in computer supporting systems and over the years, we have progressed to also develop programs that empower clients in maintaining their IT Infrastructure.

As a reliable security solutions provider, we have expand & retain talent which highly experienced certified engineers, sales and project team, the organization keeps itself committed to meeting its customer needs.

The company has also built strategic relationship with renowned organizations such as Cisco and many more, thus providing clients with greater reach and forming the basis for rewarding global partnerships.

**Service Desk Analyst 1.0 /1.5 Job Responsibilities**
- Keep users informed of incident progress and notify them of changes or outages.
- Close resolved incidents, requests, and other calls in a timely manner.
- Liaise with the Service Desk Manager to ensure efficient workflow.
- Provide remote support across a diverse customer base.
- Resolve incidents/service requests promptly upon first contact.
- Offer accurate information on IT products or services.
- Escalate incidents/service requests beyond agreed timescales.
- Identify and propose improvements to procedures.
- Conduct customer/user satisfaction surveys and call-backs.
- Relay customer feedback or suggestions to the appropriate internal teams.
- Deliver first-line investigation and diagnosis.
- Determine optimal solutions based on provided issue details.
- Guide customers through the problem-solving process effectively.

**Job Requirements**
- Possession of a Bachelor’s degree / diploma in Computer Science, Information Technology, or a relevant field.
- Minimum 1 - 2 year(s) experience ( Service Desk Analyst 1.0)/ minimum 2 - 4 years of experience ( Service Desk Analyst 1.5) in IT Helpdesk or Service Desk or a solid understanding of IT support operations.
- Proficiency in MS Office, Ticketing tools, and Manage Engine. Technical expertise in OS (Linux, Windows, Unix), Virtualization Technology (VMware, Microsoft Hyper-V, OracleVM), Database, Network, Security, Server, Desktop, Backup, and Storage Technology.
- Familiarity with ITIL Best Practices is preferred but not mandatory.
- Experience in Event/Incident Correlation and Resolution, Service Reporting, and comfort with shift rotation.
- Proficiency in Thai (reading, writing, and speaking) is a must.
- Availability for shift work, including weekends, holidays, and night rotations for 24/7 operational support.
- Ability to perform well under pressure in a dynamic and complex System Integration environment.
- Proactive, independent, and adaptable to the fast-paced nature of the role.
- Strong interpersonal skills with effective communication abilities.
- Capable of delivering intermediate-level technical services with mínimal supervision.

**Job Types**: Full-time, Permanent

Pay: RM2,800.00 - RM3,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Rotational shift

Supplemental Pay:

- Performance bonus

Application Question(s):

- How many years experience you have in IT Service desk?
- Do you have experience dealing with networking/ MS 365 related issues?

**Language**:

- Thai (required)

Work Location: In person

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