Service Desk Analyst

3 days ago

Kuala Lumpur, Malaysia Abhidi Solution Full time

**Responsibilities:

- **
- Provide VIP support.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware /

software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests

and their respective resolutions and circumventions.

work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem

recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote

desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software

products (e.g., word processors, spreadsheets, presentation graphics, database management

systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of EUC operations

Technical Requirements
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with the following:

- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Project,

and MS Vision
- Internet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in users
- Support for laptop, desktops, and printersOthers: Adobe Acrobat and other common

Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance

Pay: Up to RM6,000.00 per month

Schedule:

- Day shift
- Monday to Friday

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