Service Desk Analyst

Power Steel & Electro-Plating Works Sdn Bhd; Shah Alam; On-site; MYR 42,000 - 70,000; Full time

Job summary

Power Steel & Electro-Plating Works Sdn Bhd in Shah Alam is seeking a Service Desk Analyst to join the global IT team. You will log and resolve incidents, provide frontline support, and ensure SLAs are met while focusing on Dynamics 365.

Handle inquiries via phone, email, and ticketing, maintain self-help resources, and escalate complex issues to the right teams. The role requires 3–5 years of IT support experience, fluency in English, and experience with TOPdesk, ServiceNow or JIRA in a

Qualifications

• 3–5 years of IT support or Service Desk experience.
• Experience in global, multi-time-zone environments.
• Proficient with Windows and macOS.
• Experience with Dynamics 365 Finance & Operations.
• Familiar with TOPdesk, ServiceNow or JIRA.

Responsibilities

• Log, track and resolve IT incidents within SLAs.
• Provide support via phone, email, and ticketing systems.
• Update self-help resources for end users.
• Collaborate with internal teams and external vendors.
• Own issues and troubleshoot across hardware, software, and network.
• Provide remote assistance across time zones.
• Provision and maintain IT equipment for new and existing users.
• Support core business apps like Dynamics 365 and emails.
• Promote IT security best practices.

Skills

Windows & macOS

Dynamics 365

English (fluent)

Multi-time-zone support

Tools

TOPdesk

ServiceNow

JIRA

Job description

As a key member of the Service Desk team, reporting to the Global Service Desk Manager, you will play a critical role in supporting the business by ensuring that all incidents are accurately logged and tracked within the ticketing system. You will manage the end-to-end resolution of incidents, adhering to Service Level Agreements (SLAs) to minimize downtime and ensure seamless business operations. In this role, you will provide support for a range of enterprise tools, with a particular focus on Dynamics 365 (D365). You'll assist users by answering queries, troubleshooting issues, and escalating complex problems when necessary to ensure minimal disruption. Your day-to-day will primarily involve handling inquiries via phone, email, and the ticketing system, addressing both general IT issues and D365-related concerns. You'll also be responsible for escalating unresolved issues to the appropriate teams within the department to ensure swift resolution.

Key responsibilities

• Efficiently log, track, and resolve IT incidents in alignment with service level agreements (SLAs), escalating issues when necessary to ensure timely resolution
• Deliver outstanding support via phone, email, and ticketing systems, ensuring all user queries are handled promptly and effectively
• Maintain and update self-help resources to empower users and colleagues to resolve common issues independently
• Work closely with internal departments and external vendors to drive swift and effective outcomes
• Take proactive ownership of customer issues, troubleshooting across hardware, software, and network environments
• Provide remote assistance to users globally, accommodating various time zones and ensuring consistent service delivery
• Provision, configure, and maintain IT equipment - including laptops, desktops, and peripherals for new and existing users, supporting smooth onboarding and optimal performance
• Support core business applications such as Dynamics 365, email platforms, and collaboration tools to ensure operational continuity
• Promote IT best practices and online security guidance to enhance user awareness and protect organisational assets

About you

• 3-5 years of experience in IT support or Service Desk roles, ideally within a global, multi-time-zone environment
• Proficient in both Windows and macOS environments, with a strong understanding of a wide range of enterprise tools and applications
• Hands-on experience with industry-leading service desk platforms, such as TOPdesk, ServiceNow and JIRA, for efficient incident and request management
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into easily understandable language for diverse audiences
• In-depth experience with Dynamics 365 Finance and Operations, including troubleshooting, system optimisation, and issue resolution
• Strong analytical mindset with a methodical approach to diagnosing and resolving technical issues, ensuring minimal disruption for end users
• Resilient, service-oriented, and adept at balancing multiple priorities, all while maintaining a positive and professional user experience
• Excellent interpersonal skills with the ability to collaborate seamlessly across internal teams and with external stakeholders to deliver effective solutions
• Comfortable working in fast-paced, evolving environments, with a proven ability to pivot and adjust to changing business needs
• Fluency in English (both spoken and written) is required for effective communication and collaboration

About us

Trifast PLC is a leading global specialist in the design, engineering, manufacturing, and distribution of high-quality industrial fasteners and Category 'C' components. Serving approximately 5,000 customers across 75 countries, Trifast supports a diverse range of industries, including Automotive, Smart Infrastructure, Medical, General Industrial, and Distribution sectors.

Power Steel is owned by Trifast Plc Group of Company, a listed company in London Exchange, United Kingdom. We are a manufacturer of customized precision bolts and screws located in Section 15, Shah Alam, Selangor for automotive and compressor sector for local and export markets. In meeting with our planned business expansion, we invite enthusiasm and dynamics Malaysians to apply the vacancies currently available at our company. We provide ample of career opportunities and enhancement as well as offer competitive fringe benefits to the successful candidate for a rewarding career at Power Steel.

Power Steel is owned by Trifast Plc Group of Company, a listed company in London Exchange, United Kingdom. We are a manufacturer of customized precision bolts and screws located in Section 15, Shah Alam, Selangor for automotive and compressor sector for local and export markets. In meeting with our planned business expansion, we invite enthusiasm and dynamics Malaysians to apply the vacancies currently available at our company. We provide ample of career opportunities and enhancement as well as offer competitive fringe benefits to the successful candidate for a rewarding career at Power Steel.

What can I earn as a Service Desk Analyst