IT Service Desk Specialist — ServiceNow & L1 Support (Bilingual)

Aisling Group; Cyberjaya; On-site; MYR 39,060 - 61,380; Full time

Job summary

A leading IT service provider in Cyberjaya is looking for a Service Desk Technician to provide technical support for end-users. Responsibilities include managing incoming calls, troubleshooting application issues, and documenting processes. Candidates must have experience with Service Now and demonstrate excellent customer service, problem-solving abilities, and teamwork skills. This role is crucial for maintaining high levels of service quality to end users and requires knowledge of ITIL standards.

Qualifications

• Experience managing Service Now is mandatory.
• Strong understanding of ITIL V3 standards and practices.
• Excellent communication and customer service skills.

Responsibilities

• Answer calls and manage ticket queues.
• Provide troubleshooting and installations.
• Document technical support processes.
• Establish user service level agreements.
• Offer remote support and maintain network servers.

Skills

Customer service

Logical problem solving

Communication skills

Teamwork

Tools

Service Now

ITIL V3

Job description

Field incoming tickets / Phone calls / Chatfrom end-users to resolve application issues.
Document all pertinent end user identification information, including name,department, contact information, and nature of problem or issue.
Prioritize, schedule, and administer all instances where issues are reported.
Perform user guidance at Level 1 and 1.5 wherever possible and strive for firstcall resolution.
Record, track, and document the problem-solving process, including allsuccessful and unsuccessful decisions made, and actions taken, through to finalresolution.
Communicate application problems and issues to key stakeholders, includingManagement, Development teams, End-users, and Managers.
Working experience in Service Now is a mandate.
Identify and learn appropriate software applications used by End User.
Candidates must have customer service, accurate and logical problem solving andcommunication skills, and the ability to work in a team environment.

LanguageSupport:

English and Cantonese for Malaysia Delivery Location

Responsibility:

· Answerall calls offered to Service Desk queues and responsible for managing theticket queues

· Attendtroubleshooting calls and execute installations, desktop maintenance andupgrades.

· Assessuser needs and develop technical solutions on work related issues.

· Documenton technical support and business processes.

· Determineand execute system reconfiguration needs.

· Establishend user service level agreements.

· Configureand install phone and computer.

· Offerremote support for retail stores, point-of-sale on network connectivity andprinting.

· Examine,manage, maintain, upgrade and support network servers’ equipment andmaintenance.

· Intimatethe Shift lead/ L2 whenever there is an upward trend in calls.

· Promptlynotify Critical Incident Management of high priority issues after collectingrequired information for escalation

· Updatethe trackers and details required for Shift Handover.

· Adherenceto schedules and report to Shift leads in case of any misses.

· Resolveincoming client calls based on departmental goals

· Providedetailed documentation in call logging system

· Takeownership and responsibility for problems for client’s technical issues

· Increaseknowledge base by passing new issue resolution information to Service Desk’sKnowledge Administrator through the established Missing Knowledge process

· Promptlynotify Critical Incident Management of high priority issues after collectingrequired information for escalation

· Maintaina high level of Quality Customer Service.

Unified Service Desk Associate

Description:

Field incoming tickets / Phone calls / Chatfrom end-users to resolve application issues.
Document all pertinent end user identification information, including name,department, contact information, and nature of problem or issue.
Prioritize, schedule, and administer all instances where issues are reported.
Perform user guidance at Level 1 and 1.5 wherever possible and strive for firstcall resolution.
Record, track, and document the problem-solving process, including allsuccessful and unsuccessful decisions made, and actions taken, through to finalresolution.
Communicate application problems and issues to key stakeholders, includingManagement, Development teams, End-users, and Managers.
Working experience in Service Now is a mandate.
Identify and learn appropriate software applications used by End User.
Candidates must have customer service, accurate and logical problem solving andcommunication skills, and the ability to work in a team environment.

LanguageSupport:

English and Cantonese for Malaysia Delivery Location

Responsibility:

· Answerall calls offered to Service Desk queues and responsible for managing theticket queues

· Attendtroubleshooting calls and execute installations, desktop maintenance andupgrades.

· Assessuser needs and develop technical solutions on work related issues.

· Documenton technical support and business processes.

· Determineand execute system reconfiguration needs.

· Establishend user service level agreements.

· Configureand install phone and computer.

· Installand manage peripheral support devices like printers.

· Offerremote support for retail stores, point-of-sale on network connectivity andprinting.

· Examine,manage, maintain, upgrade and support network servers’ equipment andmaintenance.

· Intimatethe Shift lead/ L2 whenever there is an upward trend in calls.

· Promptlynotify Critical Incident Management of high priority issues after collectingrequired information for escalation

· Updatethe trackers and details required for Shift Handover.

· Adherenceto schedules and report to Shift leads in case of any misses.

· Resolveincoming client calls based on departmental goals

· Providedetailed documentation in call logging system

· Takeownership and responsibility for problems for client’s technical issues

· Increaseknowledge base by passing new issue resolution information to Service Desk’sKnowledge Administrator through the established Missing Knowledge process

· Promptlynotify Critical Incident Management of high priority issues after collectingrequired information for escalation

· Maintaina high level of Quality Customer Service.

Should have knowledge in ITIL V3 standards and practices