Service Desk Analyst

1 day ago

Cyberjaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time

**The incumbent is expected to undertake the following duties and responsibilities**:

- Recommend an appropriate course of action to resolve tickets or escalate accordingly
- Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented
- Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time
- Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team
- Provide technical support to user issues on products supported in a systematic and logical way.
- Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles
- Identify and flag gaps in existing Knowledge Base articles
- Contribute towards producing documentation and SOP documents
- Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the WHO computing environment in accordance to relevant procedures in GSD
- Highlight and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered
- Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme
- Other duties and responsibilities as assigned by supervisor

**Functional knowledge & skills**:

- Strong organizational skills, flexibility and capability of working under pressure
- ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service,
- Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments highly desirable

**Your experience includes**:

- Minimum of 5 years of relevant working experience in an IT environment including: providing end[1]user support in a corporate environment or
- 4 years with a first level university degree or
- 3 years with a relevant advanced university degree
- Only shortlisted applicants will be contacted for an interview.
- Contract duration: 6 month

**These are the breakdown of benefits;**
- Salary fixed at 3250 ( no higher or lower)
- 2 shifts - morning ( 7.30am - 4pm) allowance rm30 per day for morning shift
- afternoon (2.30pm-11pm) allowance rm35 per day for afternoon shift
- Overtime - 1.5 or 2 times of basic salary according to working hours
- Contract with jma
- medical benefits - unlimited outpatient with panel clinic, hospitalisation benefits
- 24 days annual leave.
- Location in cyberjaya - service internal users only - in Asia, Europe
- Must be good in English.

Please send me your updated resume with the details below.

Name:
Total Years of working experience:
Relevant working experience:
Current Salary:
Expected Salary:
The reason of leaving:
Notice Period

IC Number

Profile Summary

**Job Type**: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM3,520.00 per month

Schedule:

- Monday to Friday

**Education**:

- Diploma/Advanced Diploma (required)

**Experience**:

- service desk: 2 years (required)

Work Location: In person

Application Deadline: 02/13/2025

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