Service Desk Analyst

Axiom Technologies; George Town; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is urgently seeking a dedicated IT Service Desk Analyst to join their dynamic team. In this role, you'll act as a Level 1 IT Support Analyst, providing exceptional support to users both in person and remotely. Your expertise in diagnosing and troubleshooting hardware, software, and network issues will be crucial in maintaining operational efficiency. Collaborating with a talented team, you'll contribute to improving service delivery and ensuring user satisfaction. If you're passionate about technology and customer service, this opportunity offers a chance to grow in a supportive environment while making a significant impact.

Qualifications

• Experience in Level 1 IT support and customer service.
• Strong troubleshooting skills for hardware and software issues.

Responsibilities

• Provide Level 1 IT support, managing escalated tickets efficiently.
• Diagnose and troubleshoot hardware, software, and network problems.

Skills

IT Support

Troubleshooting

Customer Service

CRM Management

Network Management

Education

Diploma in Information Technology

Bachelor's Degree in Computer Science

Tools

Ticketing System

CRM Software

Job description

IT Service Desk Analyst - Urgent Hiring!

Location: Bayan Lepas, Penang

If you're interested, please send your resume via inbox or comment below.

Responsibilities:

1. Act as a Level 1 IT Support Analyst, managing escalated tickets and providing expert advice on common issues both in person and remotely.
2. Respond to user requests via phone, email, and ticketing system, delivering efficient and courteous technical support.
3. Diagnose and troubleshoot hardware, software, and network problems, guiding users through resolution steps clearly.
4. Assist at our client's site/office as needed to troubleshoot IT issues, install equipment, or support client projects.
5. Escalate complex issues to appropriate internal teams, ensuring timely follow-up and resolution.
6. Maintain accurate records of interactions, issues, and resolutions in our CRM system.
7. Collaborate with team members to share knowledge and contribute to ongoing improvement initiatives.
8. Ensure all incidents and requests are resolved within the defined SLAs.
9. Create user accounts and configure hardware for network systems.
10. Identify Priority 1 and 2 incidents and act accordingly within the Major Incident Network Management processes.
11. Work proactively with end-users, service desk, and IT team to identify solutions, mitigate issues, and update the knowledge base.