Asia Pacific Service Desk Analyst

EP Engineering; Kuala Lumpur; On-site; MYR 60,000 - 85,000; Full time

Job summary

EP Engineering in Malaysia is seeking an Asia Pacific Service Desk Analyst to support end users across the region. The role requires 3+ years in a help desk or call center, plus experience in an IT tech environment and strong communication skills.

You will document issues in CMDB/ITSM, follow procedures and security guidelines, and leverage ServiceNow to manage requests. English is required; Mandarin is a plus for regional coverage.

Qualifications

• 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), 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 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.

Responsibilities

• Troubleshoot IT issues for end users and provide effective solutions.
• Document problems and resolutions in CMDB/ITSM systems for knowledge sharing.
• Follow established procedures and security guidelines in all interactions.

Skills

Customer service

Verbal and written communication

End user computing

MS Office Suite

MS Windows OS

Bilingual English/Mandarin

Documentation in CMDB/ITSM

ITIL Foundation

Education

Bachelor's degree in CS or MIS

Tools

ServiceNow

ITSM systems

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.