Service Desk Analyst

3 hours ago

Bukit Jalil Kuala Lumpur, Malaysia HCL Technologies Malaysia SDN BHD Full time 30,000 - 60,000 per year

Responsibilities :-

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Perform user account management activities
  • Escalate complex problem to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate and prioritize customer problems and complaints
  • May train users and operators on a limited basis and/or may write training procedures
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations and diagrams

Technical Requirements

  • English, Japanese and Mandarin Phone support experience necessary
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows and MAC Operating systems
  • Clients: Windows10, Windows 11
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, ServiceNow
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like LogMeIn, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Years of Experience

Total :  3-4 yrs of University education post High school (B.Sc. or Diploma)

Relevant :   6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware,  involving hardware, software, and networks.

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written) - English, Japanese and Mandarin
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have a great customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance
  • Can drive HCL's value and its methodology

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