Service Desk Specialist

2 days ago

Kuala Lumpur, Malaysia Isentia Full time

Isentia is Asia Pacific’s leading media intelligence and insights company providing services to the world’s biggest brands and organisations. Powered by cutting-edge technology and a team of world-class experts, our mission is to help businesses leap forward where only genuine insight can take them.

At Isentia, we are passionate about bringing the right people into our team and the Service Desk Specialist play an essential role in delivering to our valued clients.

**Key Responsibilities**:

- Providing effective L1/L2 support for users across the entire company.
- Maintaining stability and availability of Tech Infrastructure Systems utilised by the business and its clients.
- Management of service requests: user setups, hardware requests, moves, adds and changes.
- Incident management: responding to severity levels 1-3 incidents, managing escalations, completing required handover and post incident documentation.
- Take ownership and accountability with regards to assigned incidents and BAU tasks.
- Identify and drive continuous improvement initiatives.
- Maintain a security focused approach to all tasks.

**Essential Technical Skills & Qualifications**:

- Graduate of Information Technology and/or other related courses/degree. ITIL, AGILE, MCP or other industry accredited certifications is an advantage.
- Minimum of 2-3 years in a service desk environment. Previous experience in a desktop support role using monitoring and alerting tools. Incident and problem management expertise in a corporate environment.
- Experience working with G Suite is highly desirable. Knowledge of Microsoft and Apple desktop operating systems, servers experience seen as a bonus.
- Good understanding of TCP/IP, DNS, VPN configuration, Microsoft Active directory and MS exchange mail support using powershell commands.
- Experience with virtual technologies such as VMware. Dealing with software third parties would be highly desirable as well.

**Essential Soft Skills**:

- Strong customer focus and prioritisation skills.
- Demonstrate ability to gather relevant information and diagnose issues effectively.

Analytical, articulate, results-oriented and can provide excellent follow-up.
- Strong written and verbal English communication skills.
- At Isentia we value the safety and well-being of our team members, suppliers, and clients and have adopted a ‘no jab, no office’ policy regarding the ongoing management of COVID-19 in the workplace. It is a condition of employment to be fully vaccinated at all times in order to work for Isentia, regardless of the role or whether to work flexibly/remotely during employment. Isentia may require you to provide vaccination evidence at the commencement of employment, and at any time throughout employment to confirm your compliance with this requirement._

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