Asia IT Service Desk Analyst

2 days ago

Mont Kiara, Malaysia Evolution Wellness Full time

Take ownership, responsibility and provide interim solution or permanent solutions to resolve the issue and escalate where appropriate.
- Administer access controls for all systems in Asia which includes:

- Managing user access requests in accordance with controls procedures to meet SLA.
- Attend to user queries on system access including guiding users in providing the correct information for new request.
- Provide status updates to users, managers and team as appropriate.
- Understanding of and compliance with operating procedures and customer liaison skills.
- Follow-up with user for incomplete information or clarification on their requests.
- Work closely with in-country IT team to ensure timely resolution of request/incidents.
- Coordinate and liaise with vendor / partners as well as external vendor for second level and third level support.
- Monitor overall network performance whenever is necessary.
- Provide broadcast communication to business on downtime or schedule maintenance.
- Provide support for any ad-hoc assignment or project in countries.
- Knowledge Base content maintenance, prepare IT support documentation and ensure the information is up-to-date; ensure the case descriptions, updates and solutions are documented accurately.

**; Requirements**:
- Service Desk background and experience would be an advantage.
- Minimum 1 year hands-on experience on IT infrastructure as follows with minimum supervision:

- Familiarity with Windows 8 and 10 OS would be an added advantage.
- Knowledge in administration/operation of Windows Based Servers,O365, Active Directory, MS Exchange, MS Outlook, MS SQL and LAN/WAN environment.
- Skilled in installation, upgrades and implementation of Windows NT/2000/2003 would be an added advantage.
- Familiar with new desktops/laptops installation as well as troubleshooting.
- Good understanding in operation of a large Windows NT enterprise.
- Experience in DHCP, File, Print environment and Antivirus.
- Possess excellent communication and interpersonal skills. Able to deal with people from various organizations and backgrounds locally, regionally and globally.
- Possess good command of the English language (written and spoken).
- Knowledge of IT supports standards and processes as well as service delivery would be an added advantage.
- Required language (s) : English, Thai and Bahasa Indonesia would be an added advantage.
- Able to work long hours or shift hours and on Malaysia Public Holidays if required.

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