IT Service Desk Analyst

3 days ago

Bayan Lepas, Malaysia Axiom Technologies Full time

**IT Skills and Experience**

- Act as a Level 1 IT support Analyst, managing escalated tickets and problem tickets and providing expert advice on common tickets, both in person and remotely.
- Diagnose and troubleshoot hardware, software, and network issues, guiding users through resolution steps clearly and understandably.
- Work at our Client’s site/office as required to assist in troubleshooting IT issues, install new equipment, or complete Client Projects.
- Escalate complex issues to the appropriate internal teams while ensuring timely follow-up and issue resolution.
- Maintain accurate records of client interactions, technical issues, and resolutions in our CRM system.
- Collaborate with fellow team members to share knowledge and contribute to continuous improvement initiatives.
- Ensure that all technical incidents and requests are resolved within the defined SLAs.
- Create user accounts and configure hardware for all system networks.
- Correctly identifying Priority 1 and 2 incidents and acting on them in relation to Major Incident Network Management processes.
- Proactively work with end-users, service desk members, and the wider IT team members to identify solutions and mitigate common issues, all while contributing to the service desk knowledge base.

**Personal Attributes**:

- Strong analytical and problem-solving capabilities.
- Well organized and extremely detail-oriented.
- Strong customer service ethic and great communication skills, both oral and written.
- Passionate about delivering quality no matter what you are doing.
- Can work both independently and in a collaborative team-oriented environment.
- A self-starter, motivated to push the limits and think outside the box.
- Fondness for solutions that are simple, elegant, and effective.
- Ability to work with and maintain confidential information.

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