IT Service Desk Analyst

2 days ago

Kuala Lumpur, Malaysia Censoft Malaysia Full time

We are looking for a dedicated and proactive IT Support Technician to join **as IT Service Desk Analyst.** This role requires rotational 16

**Certification**:

- An **ITIL certification**is desirable.
- Mandatory - Mandarin Language Certification : HSK Level 8 (score of 270+) and BCTL Advanced Level

**Roles and Responsibilities**
- Collaborate with team peers to provide best-in-class customer service for aligned task.
- Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
- Should have a basic understanding of Major Incident Management (MIM).
- Experience with tools like ServiceNow, Genesys, Beyond Trust (Bomgar)
- Diagnoses and resolves advanced IT related issues-Software’s, O365 and Windows operating systems.
- Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
- Setup / Diagnoses and resolve MTR / AV related issue.
- Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
- Monitor service desk queues and prioritize requests based on urgency and impact.
- Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
- Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
- Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
- Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
- Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
- Makes recommendations for updates to the KB database.

Pay: RM1,697.67 - RM6,845.14 per month

Work Location: In person

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