Global Service Desk Analyst - ITIL, ServiceNow, Bilingual

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

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.