Global Service Desk Agent

**Responsibilities**:

- Position title: Helpdesk Analyst (Ticketing System)
- Contract: 6 Months Contracts (Cut offs End of June and December)
- Venue: Cyberjaya, Selangor
- ITIL Framework Cert is an advantage- The incumbent is the first point of contact and main resource in the company in providing end user support. He/she will have to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as to ensure that guidelines/policies are followed
- The incumbent is responsible for the quality of their work as defined in given guidelines and standard operating procedures, with guidance from Senior Help Desk Analyst and the supervisor. The supervisor focuses on quality of outputs, with ongoing work reviewed only upon completion. Instruction and guidance are received for special or complicated cases, which may be reviewed while in progress.
- The incumbent's responsibilities include (but not limited to):

- Work independently with mínimal supervision to provide end-user support services
- Actively participates and executes tasks as defined in the team processes including but not limited to IT Service Management Processes such as Incident Management, Major Incident Management, Problem Management, Request Fulfilment, User Announcements, which requires full knowledge and understanding of these policies and procedures.
- Ensures consistency and quality of work steps completed
- Able to understand, interpret and use these processes to recommend an appropriate course of action to resolve tickets or escalate accordingly. Ensures tickets that cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected documented
- Acts as first point of contact for end user support in the company, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider
- Sets ticket impact, urgency and prioritizes tickets, sets user perception and expectation accordingly in terms of turnaround time and response time
- Adheres to Quality Assurance processes on Call Handling, Ticket Handling
- Meets defined KPI Targets on call abandonment rate, mean time to resolve, first contact resolution rate, resolution rate
- Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements.
- Ensures all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team
- Utilizes available resources such as Knowledge Base and utilizes adhoc research in providing technical support to user issues on products supported in a systematic and logical way
- Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles
- Identifies and flags gaps in existing Knowledge Base articles
- Contributes towards producing documentation and SOP documents
- Providing input and feedback to the relevant service owners and ITT teams regarding the performance and enhancement of the the company computing environment in accordance to the GSD Escalation procedure.
- Highlights and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered
- Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
- Other duties and responsibilities as assigned by supervisor.
- Job Requirement:
- At least 5 years of working experience in service desk/ helpdesk/ ticketing system support field.- Excellent written and oral communications in English
- 3 Full-time contract position's available.
- Must possess own transport and willing to work at Cyberjaya, Selangor.
- Must be willing to work in shift pattern from Monday - Friday.**Benefits**:

- EPF
- SOCSO
- Annual Leave