Asia Pacific Service Desk Analyst

EP Engineering; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A technology services provider in Kuala Lumpur is looking for an Asia Pacific Service Desk Analyst. The ideal candidate will have over 3 years of help desk experience, strong customer service skills, and a degree in Computer Science or Management Information Systems. Responsibilities include troubleshooting IT issues, documenting problems, and ensuring adherence to security guidelines. Fluency in English is required, and proficiency in Mandarin is an advantage. The role is crucial for delivering quality IT support.

Qualifications

• 3+ Years experience in a help desk and/or call center environment.
• 3+ years equivalent work experience in an IT technology environment.
• Fluent in English; Mandarin is beneficial.

Responsibilities

• Document end user computing problems in a CMDB or ITSM system.
• Follow written procedures and security guidelines.
• Analyse IT problems and provide solutions.

Skills

Customer service mindset

Problem analysis

Communication skills

MS Office Suites

MS Windows Operating Systems

Education

Degree in Computer Science (CS) or Management Information Systems (MIS)

Tools

Service Now

ITIL Foundation Certification

Job description

About the job Asia Pacific Service Desk Analyst

• 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.