Asia Pacific Service Desk Analyst

EP Engineering Sdn bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established IT support firm in Kuala Lumpur is seeking a Help Desk Technician with over 3 years of experience in help desks or call centers. The ideal candidate will demonstrate strong problem-solving and customer service skills, as well as proficiency in MS Office and Windows. ITIL Foundation Certification is essential, and fluency in English and Mandarin is a plus. This is a contract position estimated for 6 months with the opportunity for future upgrades.

Qualifications

• 3+ years experience in a help desk and/or call center environment.
• 3+ years work experience in an IT technology environment.
• 3+ years working knowledge of MS Office Suites and MS Windows Operating Systems.
• Strong ability to follow written procedures and security guidelines.
• Experience in interpreting end user computing problems.

Responsibilities

• Document end user problems in a CMDB and/or ITSM system.
• Analyse and troubleshoot IT problems effectively.
• Manage and resolve challenging customer service situations.

Skills

Help desk experience

IT troubleshooting

Customer service orientation

Communication skills

English fluency

Mandarin language skills

Education

Degree in Computer Science or equivalent

Tools

MS Office Suites

MS Windows Operating Systems

Service Now or similar ITSM

ITIL Foundation Certification

Job description

• 3+ Years experience in a help desk and/or call center environment.
• 3+ years equivalent work experience in an IT technology environment.
• 3+ Years of working knowledge of MS Office Suites and MS Windows Operating Systems.
• Degree in Computer Science (CS), Management Information Systems (MIS) or equivalent training and experience.
• Strong verbal and written communication skills.
• Experience in interpreting end user computing problems and documenting these in a CMDB and/or ITSM system.
• Ability to follow written procedures and security guidelines.
• Strong customer service orientated mindset and experience with managing and dealing with challenging and/or difficult situations.
• Experience with analysing/troubleshooting IT problems and coming up with solutions.
• ITIL Foundation Certification.
• Experience with Service Now or similar IT workflow management system.
• Fluent in English and Mandarin would be beneficial.
• Estimated Duration: 6 Months.