IT Service Desk Analyst

1 day ago

Greater Kuala Lumpur, Malaysia UST Malaysia Full time

UST Global is Looking for Service desk Analyst or SME- KL Location.

Experience: 1 to 3 Years

Work Location: KL

Note: Must be ready to work in rotational days and Work from office.

Service Desk Analyst

What you'll do

· Be the first point of contact for our internal customers – by answering their questions, listening to what's gone wrong for them, and improving their experience with technology.

· Capture and share the right information about customers' problems in ServiceNow

· Work together and share insights with others in the team, especially at shift changes

· Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems

· Own your customers' Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving.

· Prioritise and sort out your customers IT issues according to our service level agreement

· Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk

· Keep up to date with changing security requirements

· Uphold our standards, processes and policies

The knowledge, experience and qualifications you need

· Any experience in excellent customer service no matter what industry

· Experience in handling calls to support customers and resolve issues with stipulated time

· Good with Microsoft-based operating systems, especially Windows 10

· Experience in handling AD account lockouts, Password resets, basic software installation requests etc.,

· Experience in using ServiceNow ITSM tool for logging tickets

· Knowledge, experience or a qualification in the ITIL Framework

· Experience of processes to keep improving service

The knowledge, experience and qualifications that will help

· Experience as a service desk analyst

· Experience of understanding customers, managing incidents and meeting business expectations

· Certification as a Microsoft Certified Professional (MCP) or equivalent

· A degree-level qualification in a computing or technical discipline

Skills

It Service Desk,Incident Management,Servicenow

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