Service Desk Analyst

5 hours ago

Petaling Jaya, Selangor, Malaysia ABeam Consulting Full time

Responsibilities:

  • Attending to phone calls, self-service tickets and emails relating to business issues and to escalate issues appropriately using hierarchical and functional escalation guidelines.
  • Monitor and ensure audit trail of all incidents/cases logged through the use of required tools. Manage incidents/ tickets ensuring speedy resolution within the SLA's timeframe.
  • Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
  • Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.
  • Monitoring of scheduled events such as batch jobs, background reports creation.
  • Escalating or alerting critical issue to support team on failures, breakdown or unavailability of system components or report generation error.
  • First level support for IT technical issue related to access and authorization.
  • Preparation & submission of monitoring report.
  • Undertake any ad-hoc duties assigned from time to time.

Requirements:

  • To have an IT background or qualification would be an added advantage
  • To be able to work shift if required to accommodate client's request for 24x7 support model
  • Able to use Ticketing tool (ITSM) as a main service desk tool for logging, updating, maintaining or forwarding tickets.
  • Able to check details of requests or complaints and forward them to appropriate parties
  • To be able to carry out IT level 1 trouble-shooting and provide quick fixes
  • To be able to read and understand instructions using level 1 handling script and take appropriate action
  • To be able to escalate tasks of level 2 to the next level of support or when unable to fix level 1 issues
  • To be able to meet SLA based on initial response and also level 1 task assigned to service desk
  • Able to work with other service desk analysts, if required, to discuss and resolve level 1 requests or incidents
  • To be able to review tickets and clear or follow up on open tickets for level 1 and 2

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