Service Desk Analyst

Persolkelly; Putrajaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst to deliver exceptional technical support to users. In this role, you will leverage your ITIL certification to ensure timely resolutions and enhance user satisfaction. You will work within a collaborative team environment, contributing to process improvements and maintaining high service levels. If you thrive in a dynamic setting and possess strong customer service skills, this opportunity offers a competitive salary and the chance to make a meaningful impact in a diverse workplace.

Qualifications

• 1+ years of experience in an IT Service Desk environment.
• Strong troubleshooting skills for Windows-based systems.

Responsibilities

• Provide technical support via phone, email, and ITSM Platform.
• Log Service Desk interactions and assist with Knowledge Base articles.

Skills

ITIL Certification

Customer Service Skills

Technical Troubleshooting

Communication Skills

Education

Bachelor's Degree in Computer Science

Tools

Microsoft Active Directory

Office 365

Unified Communication Hardware & Software

Job description

As a Service Desk Analyst, you'll provide technical IT support to users, ensuring timely resolutions and positive experiences, while actively contributing to team efficiency and process improvements.

• Work in a diverse environment that values open race and gender participation.
• Utilize your ITIL certification while providing top-notch service desk support.
• Enjoy a competitive salary of up to RM5,000 with regular working hours, Mon-Fri.

Job Description

Role Summary:

The Service Desk Analyst provides technical IT support via phone, email, chat or ITSM Platform, to assist end-users in addressing, resolving or redirecting technical enquiries within agreed Service Levels.

Job Requirements:

•Identify opportunities to reduce time taken to resolve issues handled by the IT Service Desk

•Contribute to ongoing process improvements to enhance overall efficiency and user satisfaction.

Technical Deliverables

•Respond to requests for technical assistance via phone, email, and the ITSM Platform within agreed SLAs.

•Log all Service Desk interactions.

•Work within the IT Service Desk team to provide quick and efficient resolution of incidents and requests as per defined SLAs

•Action and escalate situations requiring urgent attention as per agreed guidelines.

•Communicate any gaps in documentation or support materials identified during user support to help improve available resources.

•Assist with the creation of Knowledge Base articles where required.

•Communicate technical information to users in a clear and non-technical manner.

•Display professionalism and a commitment to resolving issues efficiently while maintaining a courteous attitude.

•Actively participate in team meetings and knowledge sharing sessions.

•Demonstrate commitment to team goals by maintaining punctuality and adherence to shift schedules.

•Contribute to a positive team environment through open communication and collaboration.

Additional Responsibilities

•Participate in an on-call rotation to provide after-hours support, ensuring timely response to incidents and requests.

Requirements:

•Bachelor’s degree in Computer Science (or a related field) or relevant work experience desirable

•Minimum 1-year experience in an IT Service Desk environment

•Microsoft Certifications or equivalent experience

•Experience in troubleshooting Windows based desktop/laptops hardware and software platforms

•Knowledge of Microsoft Active Directory, Office 365 and MFA (account administration, mailbox administration)

•Basic understanding in Unified Communication hardware & software (desirable)

•Strong customer service skills with the ability to communicate effectively both verbally and in writing.

About Company

State

Number of Jobs

1

More Info

Job Reference

671679

By submitting my personal data and curriculum vitae (CV) to PERSOLKELLY and its affiliates, I consent to the collection, use, and disclosure of my personal data for the purposes outlined in the Privacy Policy. I acknowledge that I have read, understood, and agree to the Privacy Policy, which is available at the relevant PERSOLKELLY website.