Service Desk Analyst

Job Specification

We are seeking a highly skilled and experienced Service Desk Analyst to the first point of contact for customers, responsible for providing exceptional technical support and assistance. The ideal candidate creates incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to the 2nd level, onsite support team or third-party vendor for further resolution. This position offers an exciting opportunity to work in a dynamic environment and collaborate with a talented team

Responsibilities

• Responding to IT-related inquiries and issues from remote customers via phone, email, or remote support tools, and providing timely and effective technical assistance.
• Provide problems analysis and perform 1st level support of technical issues over the phone and by email.
• Logging and documenting all support tickets, maintaining accurate records of the issues, resolutions, and actions taken throughout the ticket lifecycle.
• Taking ownership of created and assigned tickets and ensuring that they are resolved within the agreed-upon service level agreements (SLAs). Provide status updates to users as appropriate.
• Collaborating with third-party vendors or internal teams for advanced troubleshooting and problem resolution. Log case to vendor and follow up to close service tickets.
• Escalating critical or widespread issues to the appropriate technical teams, lead or managers and following up on the progress until the resolution is achieved. Execute responsibilities promptly following established procedures & take ownership of service requests to meet the service level agreement objectives.
• Collaborating with cross-functional teams, including system administrators, network engineers, and relevant parties, to ensure efficient problem resolution and system performance.
• Adhering to service level agreements (SLA) and maintaining high levels of customer satisfaction through professional communication, effective problem solving and timely issue resolution.
• Contributing to the development and maintenance of the knowledge base.
• Recommend ongoing operation improvements.
• Follow up on outstanding requests and ensure timely resolution.
• Preparing monthly reports for customers, summarizing support activities and token deductions.
• Performing other related duties as required and assigned.

Requirements

• Candidate must be Malaysian citizen.
• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience) is preferred. Diploma holder in relevant field is acceptable.
• Proven experience in similar role, providing tech support and assistance to end user.
• Good knowledge in diagnostic and troubleshooting skills.
• Experience in ticketing systems or IT service management tools
• Effective communication skills in English & Malay, both verbal & written, to interact with end users at various technical levels. The ability to speak Mandarin or other local language is an added advantage.
• Ability to work well under pressure, prioritize tasks, and manage time effectively in a fast-paced environment.
• Customer-focused approach with a commitment to delivering high-quality service and maintaining professionalism.
• Knowledge of POS systems and mobile ordering systems used in the retail industry will be a bonus.
• Self-motivated, good team player and able to work under minimal supervision, demonstrating initiative and a proactive attitude towards problem-solving.
• Able to work on a 24/7 shift rotation, including weekends and public holidays.
• Demonstrates the ability to quickly adapt, learn new concepts, and readily adjust to changing priorities and directions.
• Relevant certifications such as ITIL and SDI certification are a plus.

Job Type: Contract

Contract length: 12 months

Pay: Up to RM2,800.00 per month

Benefits:

• Health insurance
• Professional development

Application Question(s):

• How long is your notice period to your current employer?
• Are you Malaysian?

Education:

• Diploma/Advanced Diploma (Preferred)

Work Location: In person