Service Desk Analyst

MoneyLion Inc.; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as an IT Service Desk Analyst, where your expertise will help empower users with exceptional technical support. This role is crucial in ensuring high user satisfaction through effective troubleshooting and problem resolution. You'll be part of a dynamic IT team, working collaboratively to enhance service delivery and contribute to continuous improvement. With a focus on customer-first service, you'll help users navigate their technology challenges while staying updated on industry trends. This is a fantastic opportunity to grow in a supportive environment that values teamwork and innovation.

Benefits

Competitive salary packages

Wellness perks

Paid parental leave

Generous Paid Time Off

Learning and Development resources

Qualifications

• Proven experience in IT service desk or help desk environments.
• Strong technical knowledge of computer hardware and software applications.
• Excellent communication skills in English, both written and spoken.

Responsibilities

• Provide technical support and troubleshooting for end users.
• Document and track user incidents using a ticketing system.
• Conduct user training on effective use of technology tools.

Skills

IT Support

Customer Service

Troubleshooting

Communication Skills

Problem Solving

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Jira Service Management

Confluence

Slack

Google Workspace

JumpCloud

Job description

MoneyLion is a leader in financial technology powering the next generation of personalized products and content, with a top consumer finance super app, a premier embedded finance platform for enterprise businesses and a world-class media arm. MoneyLion’s mission is to give everyone the power to make their best financial decisions. We pride ourselves on serving the many, not the few; providing confidence through guidance, choice, personalization; and shortening the distance to an informed action.

In our go-to money app for consumers, we deliver curated content on finance and related topics, through a tailored feed that engages people to learn and share. People take control of their finances with our innovative financial products and marketplace - including our full-fledged suite of features to save, borrow, spend, and invest - seamlessly bringing together the best offers and content from MoneyLion and our 1,100+ Enterprise Partner network, together in one experience. MoneyLion’s enterprise technology provides the definitive search engine and marketplace for financial products, enabling any company to add embedded finance to their business, with advanced AI-backed data and tools through our platform and API. Established in 2013, MoneyLion connects millions of people with the financial products and content they need, when and where they need it.

We are seeking a highly skilled and customer-oriented IT Service Desk Analyst to join our dynamic IT team. As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to end users, troubleshooting IT-related issues, and ensuring prompt resolution of problems. Your primary goal will be to deliver exceptional customer service, maintain high user satisfaction, and contribute to the overall efficiency of our IT operations.

Responsibilities:

• Serve as the first point of contact for end users seeking technical assistance via email, IM, or in-person interactions.
• Work on a rotational shift basis (every 2 weeks) covering both the KL and US offices.
• Provide timely and accurate technical support, troubleshooting, and problem resolution for hardware, software, network, and system issues.
• Respond to user inquiries, diagnose problems, and guide users through step-by-step solutions in a clear and concise manner.
• Escalate complex issues to appropriate IT personnel and collaborate with other teams to ensure timely resolution.
• Document, track, and monitor user incidents and requests using a ticketing system, ensuring accurate and detailed records of all interactions and solutions.
• Maintain a high level of customer satisfaction through professional and courteous communication, delivering personalized service, and ensuring follow-up on resolved issues.
• Conduct user training and provide guidance on the effective use of hardware, software, and other technology tools.
• Collaborate with IT team members to identify recurring issues and contribute to the development of knowledge base articles and standard operating procedures.
• Stay up to date with technological advancements, industry trends, and best practices related to IT service desk support.
• Contribute to the continuous improvement of IT service desk processes, workflows, and service delivery, suggesting ideas for enhancing user experience and increasing operational efficiency.

Qualifications:

• Excellent communication skills (English - written and spoken) are a must.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Proven experience working in an IT service desk or help desk environment.
• Strong technical knowledge of computer hardware, operating systems, software applications, networks, and troubleshooting methodologies.
• Proficient in supporting macOS, Microsoft Windows, and common business applications.
• Familiarity with troubleshooting office network issues.
• Familiarity with IT service management (ITSM) principles and best practices.
• Excellent problem-solving skills with the ability to analyze and resolve technical issues efficiently.
• Outstanding customer service skills and a dedication to delivering high-quality support.
• Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.

It’s a plus if you have:

• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional (MCP).
• Experience with Jira Service Management.
• Experience with Confluence for documentation and knowledge base.
• Extensive experience with macOS devices management and troubleshooting.
• Experience with JumpCloud, Slack, and Google Workspace.
• Familiarity with Github operations.

What We Value

We valuegrowth-mindedandcollaborativepeople with highlearning agilitywho embody our core values ofteamwork, customer-firstandinnovation. Every member of the MoneyLion Team is passionate about fintech and ready to give 100% in helping us achieve our mission.

Working At MoneyLion

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

• Competitive salary packages
• Wellness perks
• Paid parental leave
• Generous Paid Time Off
• Learning and Development resources

MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.

Working at Moneylion

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

• Competitive salary packages and bonuses