service desk analyst

2 days ago

Cyberjaya, Selangor, Malaysia JMA Global IT Solutions Sdn. Bhd Full time 42,000 per year

Main Job Tasks and Responsibilities:

  • Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
  • Provide immediate incident resolution or workaround to user.
  • Escalate incidents that are not solvable in-Service Desk to the correct resolver group.
  • Take ownership of incidents from start through successful resolution.
  • Ensure service request are escalated to the correct resolver group.
  • Manage user expectation with timely follow up on pending incidents tickets.

Education and Experience:

  • Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
  • Good analytical skills and an ability to define the precise nature of customer requirements
  • Experience in First Level support Wintel desktop MS Office and Outlook
  • Ability to organise and prioritise your work in an effective manner
  • Ability to work under pressure, and works well in a team
  • Methodical and disciplined approach to work
  • Excellent Customer Service experience and focus
  • Active listening, includes being alert and showing interest in what the customer is saying
  • Speak in terms that a customer can understand and view things from the customer's perspective
  • Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks
  • Work systematically and adhere to stated operating policies and procedures
  • ITIL certified to Foundation level is desirable
  • Fluent in English & Bahasa Malaysia

Please send me your updated resume with the details below.

Name :

Total Years of working experience:

Relevant working experience:

Current Salary:

Expected Salary:

The reason of leaving:

IC Number

Notice Period:

Notice period

Certification :

Profile Summary :

Marital Status :

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM3, RM3,500.00 per month

Benefits:

  • Health insurance

Work Location: In person

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