Service Desk Analyst | Kuala Lumpur, MY

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

Job summary

An established industry player in financial technology is seeking a skilled IT Service Desk Analyst to enhance their dynamic IT team. In this role, you will be the first point of contact for users, providing exceptional technical support and ensuring high customer satisfaction. Your responsibilities will include troubleshooting hardware and software issues, guiding users through solutions, and collaborating with IT personnel to resolve complex problems. This is a fantastic opportunity to contribute to a company that values innovation and teamwork while enjoying a comprehensive benefits package and a supportive work environment.

Benefits

Competitive salary packages

Comprehensive medical, dental, vision and life insurance benefits

Wellness perks

Paid parental leave

Generous Paid Time Off

Learning and Development resources

Flexible working hours

Qualifications

• Experience in IT service desk or help desk environment is essential.
• Excellent communication skills in English, both written and spoken.

Responsibilities

• Provide technical support and assistance to end users.
• Document, track, and monitor user incidents using a ticketing system.

Skills

Communication Skills

Problem-Solving Skills

Technical Support

Customer Service

Troubleshooting Methodologies

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Technology

Tools

Jira Service Management

Confluence

Google Workspace

JumpCloud

Slack

Job description

Service Desk Analyst

MoneyLion Kuala Lumpur, Malaysia Apply nowPosted 3 hours ago Permanent Competitive

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.

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 value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation. 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
• Comprehensive medical, dental, vision and life insurance benefits
• Wellness perks
• Paid parental leave
• Generous Paid Time Off
• Learning and Development resources
• Flexible working hours

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.