Service Desk Analyst

2 weeks ago

Greater Kuala Lumpur, Malaysia Tech Mahindra Full time 30,000 - 60,000 per year

Associate Technical Support (L1)

Work Location: Jalan Tun Razak, KL.

  • Job Type: Onsite
  • 5 days working and two rotational off's
  • Required to work on shift, weekend, and public holidays
  • Operating hours: 24 x 7 x 365

Job Description:

  • Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
  • Prioritize and resolve issues identified by customers and other teams in a timely manner.
  • Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
  • Updates customer on ticket status/resolution in accordance with Priority metrics.
  • Ensure that incidents and requests are dealt with accordance to customer and priority needs.
  • Escalate tickets as required.
  • Abide by the IT service processes, procedures and work instructions set by the Company including Code of Conduct and Core Values.
  • Actively participates in team goals and objectives as per Service Desk KPI metrics.
  • Ensuring the Service Desk KPI metrics are met.
  • Actively participates in projects, as assigned.
  • Required to perform Over Time duties when needed.

To qualify

  • You must have at least a
    Diploma or equivalent.
  • Must have at least 1 year experience in L1
  • Be able to complete training and pass a background check
  • Basic knowledge of IT troubleshooting

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, gender, age, national origin, creed, family status, social status, disability, labour union membership, pregnancy or related condition, political affiliation, ethnicity, sexual orientation, marital status, military/veteran status or any other characteristic protected by applicable law / regulations. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants.

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