IT Service Desk Analyst

Two95 International Inc.; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Two95 International Inc. in Kuala Lumpur is seeking a Service Desk Analyst with 2–5 years of experience to join our IT support team.

You will handle incoming calls, chats, and emails from end-users and document every interaction in the service desk system. You will troubleshoot issues, manage incidents, and work with IT&S to resolve problems promptly while maintaining up-to-date knowledge of products and ensuring clear communication with users.

Qualifications

• 2–5 years of experience in service desk/IT support
• Strong knowledge of IT systems and infrastructure
• Experience handling end-user issues via calls, chat, or email

Responsibilities

• Answer inbound calls, chat, and email from end-users regarding issues.
• Document all support calls into the service desk tracking software (ITSM tool).
• Resolve technical trouble tickets at the service desk before escalation.
• Analyze and resolve application software or hardware incidents and requests from end-users.
• Log incidents and requests from identification through resolution.
• Follow up on complex incidents to ensure resolution and complete customer communication.
• Update knowledge of products to resolve requests on first contact.
• Use Remedy templates to obtain necessary information.
• Provide on-call support as needed.
• Flexible for 24/7 support when required.
• Collaborate with IT&S teams through communication.
• Identify shortcomings for process improvements.
• Comply with IT&S standards, policies, and procedures.
• Log incidents with proper categorization.
• Ensure timely resolution or escalation and inform end-users.
• Handle customers’ issues with a professional attitude.

Skills

On-call support

Customer support

ITSM tools

Incident management

Ticketing

Troubleshooting

Tools

Remedy

Job description

We are looking for Service Desk Analyst with 2 to 5 years of experience.

Required Skills:

on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting

Job Responsibilities

• Answers and responds to inbound calls \chat\email from end-users regarding issues

• Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)

• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support

• Analyzes and resolves all application software or hardware incidents and requests from end-users

• Ensures to log and tracks incidents and requests from identification through resolution stages

• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact

• Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available

• Responsible for providing on-call support as needed

• Flexible for 24/7 support when required

• Establishes and develops relationships with other IT&S teams through frequent constructive communication

• Responsible for identifying shortcomings for implementing process improvements

• Complies with and supports IT&S standards, policies, and procedures

• Logs incidents and requests into appropriate product categorization

• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users

• Handles customers’ issues or requests with a professional attitude

Good-to-Have

• Strong technical knowledge of information technology systems and infrastructure
• Understanding of risk management, mitigation, and incident response frameworks
• Providing technical diagnosis and solutions to users, either over the phone or via email
• Collaborating with technical support teams to provide an efficient resolution to technical issues
• Ensuring that users receive appropriate feedback and support throughout the resolution process
• Ability to stay calm under pressure and make sound decisions in crisis situations