Service Desk Analyst

**Location(s): Asia-Pacific & Middle East : Malaysia : Kuala Lumpur**

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

Working as part of a team to ensure the delivery of a first class IT Service Desk service from our Kuala Lumpur offices. The team will provide 24 x 7 supports to over 5000 BAE Systems Digital Intelligence staff working in its worldwide offices.

**What you will be doing**:

- Remote Request Fulfilment for services such as Access Rights, Hardware and Software requests in line with defined processes.
- Providing effective queue management including the prioritisation, updating, escalation and resolution of incidents and service requests within ITIL aligned procedures to ensure customer satisfaction and Service Level Agreements are met at all times.
- Progression of calls to 2nd 3rd line resolver groups where Service Desk resolution is not possible, and appropriate escalation according to their impact and urgency.
- Conducting yourself in a professional manner and maintain good relationships with customers and colleagues at all times.
- Documenting fixes and processes and knowledge sharing with colleagues, 2nd \ 3rd line resolver groups and publishing to customers.
- Microsoft Windows 10 Microsoft Office
- Citrix, Symantec Antivirus
- Secure Client VPN, RSA Secure ID
- Sophos Safeguard disk encryption
- SAP
- Mobile apps such as Mobile Iron
- Providing hardware trouble-shooting & diagnostic support for:

- Laptops
- Desktops
- Monitors
- For a Subject matter expert, you will be given the following on top of your daily tasks:
- Subject Matter Expert and trainer for Service Desk Specialists. Constantly analyses incident and service requests processes to help identify Service Desk training opportunities and improvement plans.
- Operates as key escalation point when additional support is needed for complex problem resolution and advanced root cause analysis techniques. Communicates with appropriate party to ensure quick, efficient use of proper resources and at the same time create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
- Monitors and performs call management on tasks and incidents, ensuring that all tasks and incidents are handled on time and that they are all distributed evenly amongst agents.
- Ensure high standards for Service Desk are maintained and identify training/coaching opportunities, ensure that your fellow colleagues are fully trained on how to make the most of the tools at their disposal at the same time ensuring that your fellow colleagues are effectively kept informed of process changes and new priorities.

**What are we looking for**:

- At least a diploma of any field.
- Able to work on a 12 hours shift pattern
- Proficiency in both written and spoken English
- Good analytical skills, able to think out of the box to determine what is the underlying cause of an issue
- A customer focused mentality and helpful telephone manner is essential.
- Ability to gather and convey information in a professional and appropriate manner to staff at all levels both verbally and in writing.
- An active interest in fault finding, diagnosing issues, finding solutions and furthering own understanding of IT
- Outstanding punctuality, dependability and reliability.
- Applicants must be able to quickly learn new skills in a fast-paced environment and demonstrate an interest in new technologies and processes
- Ability to work and remain calm under pressure with well developed work organisation and prioritisation skills
- Demonstrates accuracy and attention to detail in work
- Flexible and able to react positively and quickly to changing pressures and priorities

The additional skills below will be considered for a Subject Matter Expert role
- Proven track record in supervising a shift period when supervisor is absent.
- Basic understanding and practice of coaching and mentoring
- Outstanding ability to determine and document new troubleshooting steps and processes.
- Knowledge of reporting
- Basic skills for Excel functions and formula.
- Develop, maintain and promote searchable knowledge repositories for customer self help and Helpdesk knowledge sharing to reduce customer calls and promote first time fix

**Life at BAE Systems Digital Intelligence**

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day.

By embracing technology, we can intera