Service Desk Analyst

2 weeks ago

Bayan Lepas, Penang, Malaysia Axiom Technologies Full time 40,000 - 60,000 per year

IT Service Desk Analyst urgent hiring

Location - Bayan Lepas, Penang

Drop me an inbox with your resume or comment below


• Act as a Level 1 IT support Analyst, managing escalated and problem tickets and providing expert advice on common tickets in person and remotely.


• Respond to incoming users' requests via phone, email, and ticketing system, providing efficient and courteous technical support.


• 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, installing new equipment, or completing 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.

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