Service Desk Analyst

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia PICKLES ASIA SDN. BHD. Full time

Job description:

  • Provide Excellent customer service to meet service levels and customer expectations.
  • Responding to support requests in person, via email or over the phone and escalate to level 2 (Sys Admins) when required.
  • Provision user accounts and manage account deactivations.
  • Maintaining the asset register of Computer & Mobile devices as well as assisting with equipment rollouts.
  • Provide afterhours & weekend support as rostered.
  • Identify and diagnose issues and problems.
  • Categorize and record reported queries and provide solutions.
  • Ensure end to end service delivery for digital workplace devices and their enablement.
  • Advise users on the appropriate course of action.
  • Monitor issues from start to resolution.
  • Escalate, if needed, unresolved problems to a higher level of support
  • Provide essential remote desktop support for IT Service Desk incidents.

Requirements:

  • At least two years in similar role.
  • Strong analytical and troubleshooting skills
  • Able to multi-task and prioritize.
  • Effective troubleshooting skills with an aptitude for working through technical challenges independently.
  • Ability to work well with in a team environment.
  • Basic knowledge of Active Directory & Azure Active Directory
  • Good understanding of Office 365
  • Knowledge of the ITIL and ITSM principles
  • Have a can-do attitude and willingness to learn new skills
  • Diploma or Graduate in IT

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