Service Desk Analyst

5 days ago

Kuala Lumpur, Malaysia NexRoar Services Sdn Bhd Full time

**We are a UK based, award winning, IT services and technology company with over 25 years’ experience.**

**Job Requirements and Responsibilities**:

- Acting as a point of contact for technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
- Managing incidents, requests and problems
- Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
- Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
- Providing 1st and 2nd line remote support
- Recording and maintaining the knowledge and known error database
- Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
- Following agreed processes and contributing to their continual improvement

**Key Skill Requirements**:

- Technical knowledge of and previous experience of supporting
- **Windows Operating Systems**:

- **Office 365/Office Applications**:

- **Microsoft Exchange**:

- **Mobile Device Management**:

- **VMware**:

- Knowledge of Networking **(firewalls, routers and switches)**

**Competencies**:

- Minimum **5 years of experience** in a **Service Desk** or **Technical Support** role
- Excellent communication skills in **English**for both written and verbal support
- Must be based in **Malaysia** and able to **start immediately**:

- Excellent customer service skills
- Strong interpersonal skills and relationship building skills
- Good time management skills
- Excellent communication skills

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

Pay: RM5,000.00 - RM6,000.00 per month

**Benefits**:

- Additional leave
- Professional development

Schedule:

- Rotational shift

Application Question(s):

- Do you possess key technical skills, including experience with Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Mobile Device Management, VMware, and foundational networking knowledge (such as firewalls, routers, and switches)?

**Experience**:

- Service Desk Analyst (Level2): 5 years (preferred)

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