IT Service Desk Analyst | Computer Programmer (Digital Engagement Team)

gradmalaysia.com; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading IT support provider in Kuala Lumpur seeks a dedicated individual for frontline IT support. The role focuses on diagnosing and resolving hardware, software, and network issues while managing incidents through effective communication with users. Candidates should possess a diploma in Computer Science or related fields, be Malaysian citizens, and demonstrate strong customer service skills. The position demands flexibility, including support during weekends and public holidays, and adherence to ITIL processes.

Qualifications

• Must be a Malaysian citizen.
• Must have passed the Malay Language subject, including the oral test, at the Sijil Pelajaran Malaysia (SPM) level.
• Possess a Diploma in Computer Science, Information Technology, or an equivalent qualification recognized by the Government.
• Proficient in Microsoft 365 and IT Helpdesk-related systems.
• Knowledgeable in EPF computer network operations and hardware.
• Up to date with the latest technology in Information Technology.
• Able to communicate effectively with users.

Responsibilities

• Deliver IT support by diagnosing and resolving hardware, software, and network issues.
• Manage incidents ensuring timely resolution and communication with users.
• Document solutions and escalate complex cases.
• Follow ITIL roles by performing duties as outlined in the ITIL Process Reference Guide.
• Manage daily emails received in the IT Helpdesk mailbox.
• Support branches during weekends and public holidays.

Job description

• Deliver frontline IT support by diagnosing and resolving hardware, software, and network issues.
• Manage incidents and service requests, ensuring timely resolution and clear communication with users.
• Document solutions, escalate complex cases, and support continuous service improvement initiatives.

JOB SCOPE

• Follow ITIL roles by performing duties as outlined in the ITIL Process Reference Guide for Incident Management.
• Handle complaints by logging and resolving user issues via IT Service Management tools, aiming for a high First Call Resolution Rate (FCRR).
• Manage and coordinate daily emails received in the IT Helpdesk mailbox.
• Participate actively in IT Service Management (ITSM) activities and processes.
• Support branches and outreach teams during weekends and public holidays.
• Monitor incident and service request tickets from creation to resolution (end-to-end monitoring).
• Oversee the IT Service Management Portal to manage and assign tickets.
• Prepare and manage Service Desk DTD circulars for internal communication and updates.
• Carry out any other assignments or initiatives as directed by the lead or manager.

REQUIRED COMPETENCIES

Technical Proficiency

• Apply knowledge of the ITIL framework and processes.
• Demonstrate strong IT troubleshooting and problem-solving skills.
• Utilize familiarity with operating systems (Windows, macOS), business applications (Microsoft 365, VPN, remote tools), and basic networking (LAN/WAN).
• Maintain good knowledge of end-user computing hardware (laptops, PCs, MacBooks, tablets, smartphones, printers, scanners, etc.).
• Ensure accurate and efficient ticket management (logging, classification, escalation, and closure).

Customer Service Skills

• Communicate effectively with excellent verbal and written skills.
• Adopt a customer-focused approach with professionalism, empathy, and patience.
• Strive to achieve a high First Call Resolution (FCR) rate.
• Analytical & Organizational Abilities.
• Pay attention to detail and manage time effectively.
• Prioritize tasks and manage multiple incidents efficiently.
• Adhere consistently to ITIL processes, SLAs, and escalation procedures.

Interpersonal & Team Skills

• Collaborate effectively with colleagues and management.
• Adapt to technological and operational changes.
• Take accountability and ownership of assigned responsibilities.

Additional Qualities

• Provide flexible support during weekends and public holidays.
• Commit to continuous learning and professional development.
• Uphold professionalism, integrity, and compliance with organizational policies.

JOB QUALIFICATIONS

• Must be a Malaysian citizen.
• Must have passed the Malay Language subject, including the oral test, at the Sijil Pelajaran Malaysia (SPM) level.
• Possess a Diploma in Computer Science, Information Technology, or an equivalent qualification recognized by the Government, obtained from a local or foreign institution of higher learning; or hold a related qualification recognized by the Government.
• Proficient in Microsoft 365, IT Helpdesk-related systems, and Microsoft products.
• Knowledgeable in EPF computer network operations, computer systems, and hardware.
• Up to date with the latest technology in the field of Information Technology.
• Able to communicate effectively with users.
• Understands the business needs of the organization.