Service Desk Analyst

  • Full time
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia View on Map
  • My Seekers posted 3 weeks ago
  • Posted: October 29, 2019 -Accepting applications
  • View(s) 13

Job Detail

  • Min Salary 2200
  • Career Level Executive
  • Min Experience Less Than 1 Year
  • Qualifications Bachelor Degree

Job Description

Position : Service Desk Analyst

Work Location : KLCC

Job Title: Service Desk Analyst

Skill set:

Knowledgeable in information systems and technology

Exposure to computer programming is added advantage.

Familiar with Microsoft Office (MS Word, Excel, Powerpoint, Internet etc.)

Good English speaking and writing skills

REQUIREMENTS

Experience:

Degree in Computer Science/Information Technology or any other related fields.

Fresh graduate with relevant internship experience are encourage to apply.

RESPONSIBILITIES

Take ownership of the incidents or service request by monitoring the status to ensure resolution in accordance with service level agreement.

Perform escalation and follow up where necessary to the appropriate team based on established Incident Management guidelines & procedures to ensure reported issue/request being handled swiftly.

Able to work on Night shift.

Be the first point of contact for clients seeking for support on ICT services

Provide 1st and 2nd level ICT Service Desk support:

  • Answer and process client calls on all IT related incidents. Ensure all calls were being logged with adequate and concise information into the helpdesk system for call tracking and problem management.
  • Make initial assessment of incidents, diagnose and resolve basic incidents
  • To assign or verify severity assignment and incident description.
  •   To resolve incidents on first call resolution.
  • To resolve incidents within agreed service level.

To work in a team to meet the team’s KPI

Execute effective resolutions of risk, issues, problems, incidents for the department

Liaise with other team and Service Provider to consistently deliver high quality service and continuously strive for performance improvement.

Perform Release Configuration at Development and Production Environment (Release Management).

To perform as a Helpdesk roles and responsibility are as follow:

  • Answer and process client calls on all IT related incidents. Ensure all calls were being logged with adequate and concise information into the helpdesk system for call tracking and problem management.
  • Pick up calls and monitor emails receive from users.
  • Log all issues at MyGeniie.
  • Produce Monthly Report of Incidents/ Request and etc.
  • Follow up with users and vendor regarding status of issues.
  • Perform cross check between MyGeniie and CRM portal.

HIRE001861

Required skills