Service Desk Analyst

CTC Global Sdn Bhd; Selangor; On-site; MYR 36,000 - 60,000; Full time

Job summary

CTC Global Sdn Bhd in Malaysia is seeking a Service Desk Analyst to support end users, log and classify IT issues, and route escalations to Level 2 teams. The role requires basic IT knowledge, Windows OS experience, and strong communication skills.

Based in Cyberjaya or Petaling Jaya, the position is a 1-year contract with on-site responsibilities. Fluency in English is essential for daily interactions with users and internal teams.

Qualifications

• Diploma or Bachelor’s degree in Computer Science/Information Technology or equivalent.
• Experience in first level support and basic IT troubleshooting.
• Sound knowledge of Windows operating systems and security awareness.

Responsibilities

• Recording user information, verify and update in the helpdesk system
• Documenting problems - log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
• Prioritize problems - assigning problems to the proper category in the helpdesk system
• Routing/escalating calls to appropriate level 2 resolving group as per defined escalation process
• Monitor, update and close calls
• Experience in Call System HP Service module
• Attendance adherence is essential for this role

Skills

First Level Support

Wintel Troubleshooting

MS Office

Outlook

Windows OS

Communication Skills

Email Etiquette

Telephone Etiquette

Proactive Prioritization

Team Collaboration

Education

Diploma or Bachelor's Degree in CS/IT

Tools

HP Service

Job description

• Recording user information, verify and update in the helpdesk system
• Documenting problems - log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
• Prioritize problems - assigning problems to the proper category in the helpdesk system
• Routing/escalating calls to appropriate level 2 resolving group as per defined escalation process
• Monitor, update and close calls
• Experience in Call System HP Service module
• Experience in First Level support Wintel desktop MS Office and Outlook
• Candidate to possess at least a Diploma or Bachelor's Degree in Computer Science/Information Technology or equivalent
• Working knowledge in Window Operating Systems, Mcafee, PC hardware
• Good interpersonal, communications and written skills; professional e-mail and telephone conduct. Fluent in English, both written and spoken
• Ability to work under pressure and be highly pro-active in prioritizing issues and tasks
• Ability to work across organizational boundaries in a professional manner
• Attendance adherence is essential for this role
• Applicants must be willing to work in Cyberjaya or Petaling Jaya
• Applicants should be Malaysian citizens
• 1 year contract position

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Information Technology Services 101-1,000 employees

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently.

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently.

What can I earn as a Service Desk Analyst