Service Desk Analyst

Job Description:

Job responsibilities:

• Recommend an appropriate course of action to resolve tickets or escalate accordingly.
• Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
• Act as first point of contact via phone/email/chat or walk-in support for end users and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
• Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
• Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
• Provide technical support to user issues on products supported in a systematic and logical way.
• Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.
• Identify and flag gaps in existing Knowledge Base articles.
• Contribute towards producing documentation and SOP documents
• Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement the computing environment in accordance to relevant procedures in GSD.
• Highlight and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered.
• Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
• Other duties and responsibilities

Job requirements:

• Minimum 4 years of relevant working experience including providing end-user support in a corporate environment with completion of secondary school or; 2-3 years of relevant working experience with a relevant first level University Degree.
• Service Desk Analyst, G5 Global Service Desk
• ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments highly desirable.
• Strong organizational skills, flexibility and capability of working under pressure.
• Experience in providing first and second level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment.

Qualified and interested candidates can apply by clicking the button below or sending your updated resume to [email protected].

Consultant in charge of the role:

Noranisyah Hamzah
Recruitment Consultant
WhatsApp no: +012-2495226