Analyst, Regional Service Desk

6 hours ago

Malaysia Ricoh Full time 450,000 - 700,000 per year

Job Summary Analyst, Regional Service Desk is responsible for ensuring that the IT infrastructure remains stable and that users receive uninterrupted support and assistance. They serve as point of contact for resolving technical issues and provide effective solutions that help organizations maintain their productivity and efficiency. Job Description
• Provide designated Second Line Support to receive tickets from the First Line Support Desk or escalations from support engineers

• Provide support in English and Mandarin/ Japanese/ Korean Language

• Maintain ticket queues based on geographical location or customer sites

• Log all tickets in English. For clarity, additional information provided by users (for example an email) may be attached to the ticket in local languages where this has been provided by the First Line Support Desk or from a EUC user

• Investigation, diagnosis and where possible resolution of tickets which cannot be resolved at the First Line Support Desk

• Raise a Smart Hands or Deskside ticket for on-site engineers to physically attend site

• Remotely assist on-site and dispatch engineers where required

• Escalate incidents which cannot be resolved by Second Line Support Desk to Third Line Support. Resolution in this case should be a collaborative effort between the Second and Third Line support desks with the Second Line Support desk managing the ticket. Example of escalation include: retail escalation; see Retail escalations infrastructure; customer infrastructure support team network; Customer network support team; EUC; workplace productivity team

• Use customer owned remote control tools to access EUC devices for the purpose of diagnosis and resolution of a service request or incident

• Create knowledge articles on known problems for the First Line Support desk to enable resolution of tickets at First Line

• Contact new users either by instant messenger or email with 24 hours of an IMAC in supported languages Education


• Technical Degree (computer science, information systems, engineering) or equivalent experience in a related field is required

• 1- 3 years of related work experience including a demonstrated track record of success in software and hardware troubleshooting on laptops, desktops, servers, and network equipment 

• Microsoft Certification (MCSA/ MOS) and Network+ Certification preferred

Skills
• Experience with remote solutions, such as Citrix. Terminal Server and VPN

• Experience with Cisco and Broadsoft VOIP

• Experience with Apple Hardware and MAC OS X

• Experience with enterprise mobile devices

• Good problem solving skills

• Ability to fully integrate into the customer's environment

• Ability to develop and maintain strong customer relationships

  • Service Desk Analyst

    2 days ago

    MY - Petaling Jaya,Malaysia(MY) DXC Technology Full time 45,000 - 80,000 per year

    Job Description:We are seeking a highly motivated individual to join our team as a Service Desk Analyst for Native Japanese. The ideal candidate will be responsible for resolving technical issues related to network, hardware and software for both internal and external customers, providing proactive support, and ensuring customer satisfaction.Key...

  • service Desk Support

    2 days ago

    Malaysia Netpoleon Group Full time

    Netpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc - a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have...

  • Analyst, Research

    5 hours ago

    Malaysia Vriens & Partners Full time

    **ANALYST, RESEARCH & GOVERNMENT AFFAIRS, MALAYSIA Vriens & Partners (V&P) is the leading government affairs consulting firm in Southeast Asia. Our team comprises more than 90 full-time employees representing over ten nationalities, as well as 40 senior advisors from across the region. The firm is headquartered in Singapore, with offices in...

  • Regional Payroll Specialist

    5 hours ago

    Malaysia, Taiwanmania International Travel Service Co., Ltd. Full time 40,000 - 60,000 per year

    Regional Payroll Specialist Location: Kuala Lumpur, Malaysia About KKdayKKday is a leading travel e-commerce platform committed to delivering unforgettable travel experiences worldwide. As our team continues to expand across Asia, we are looking for a detail-oriented Regional Payroll Specialist to join our regional HR team. This role is based in Kuala...

  • IT Support Analyst

    7 days ago

    Malaysia Merlin Magic Making Full time

    **IT Support Analyst** Location: Malaysia The Group Technology team at Merlin Entertainments is like a well-oiled machine, keeping all of our attractions running smoothly. We're a dynamic and diverse group of tech wizards, who are passionate about all things digital. From developing cutting-edge software to maintaining our network infrastructure, we're the...

  • Business Analyst

    7 days ago

    Malaysia IntersoftKK Full time

    Malaysia **Experience**: Business Analyst **Skills**:Business Analyst Job Responsibilities & Requirements - Will coordinate and lead the process to implement business and technical solutions - Is expected to consultant with customers to identify and plan for the implementation of business solutions - Lead, execute and manage the implementation of the Portal...

  • Front Desk Agent

    2 weeks ago

    Malaysia Club Med Full time

    **Front Desk Agent (M/W)**: Club Med Resorts Malaysia or overseas **Job ID** R-1925 **Category** Hospitality & Catering **You are** - Sociable, you know how to connect with our guests and build a trusting relationship. - Helpful and attentive, finding the right solution for all our guests. - Multilingual, you master at least two languages and are...

  • Business Analyst

    7 days ago

    Malaysia Hays Full time

    **Your new company** You will be working for a reputable market leader within the Banking and Financial Services industry who is looking for a Business Analyst to be based in Kuala Lumpur. Our client offers an innovative and supportive work environment where career progression and development are actively encouraged. Due to their organizational growth and...

  • Front Desk Manager Assistant

    2 weeks ago

    Malaysia Club Med Full time

    **Front Desk Manager Assistant (M/W)**: Club Med Resorts Malaysia or overseas **Job ID** R-1926 **Category** Hospitality & Catering **You are** - Sociable, you know how to connect with our guests and build a trusting relationship. - Helpful and attentive, finding the right solution for all our guests. - Multilingual, you master at least two languages and...

  • Service Quality Analyst

    2 days ago

    Malaysia Singtel Full time 48,000 - 80,000 per year

    Be a Part of Something BIG The role of Service Quality Analyst (SQA) is to support the IT operational Service management function by assisting with the administration, analysis, reporting and communications required for all IT service management areas. SQA involves overseeing the end-to-end delivery of services, ensuring quality, efficiency, and...