Service Desk Analyst ( L1/L2 Application Support)

Techtiera Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology services company is seeking a Service Desk Analyst to provide application support and troubleshoot issues. The role involves managing ticket progress, ensuring SLA compliance, and communicating with stakeholders across various regions. Ideal candidates will have at least 3 years of experience in IT application support, with excellent English language skills and a proactive approach to problem-solving.

Qualifications

• Minimum 3 years hands-on current work experience in IT application support.
• Fluent in written and verbal English language.
• Experienced in performing initial troubleshooting for incidents and requests.

Responsibilities

• Analyze issues and do follow-ups on raised tickets.
• Provide status updates to stakeholders and escalate when necessary.
• Work with teams from vendors and internal back-end systems.

Skills

Troubleshooting

Application Support

Communication

Ticket Management

Job description

Service Desk Analyst ( L1/L2 Application Support)

Service Delivery Analyst role – similar to Application Support Analyst role.

This is L1 role – analyze the issues.

Do issue follow-up on the progress/ticket raised.

Need to meet SLA.

Receive the issue in incoming email and report to JIRA/SNOW (reporting tool) – analyse the issue, do troubleshooting, documents finding, update in the ticket. If issues cannot be solved/if support is needed, need to escalate to L2 (deep dive analysis) and L3 (developer).

Provide update of the status to stakeholders (internal), -PO, branch user, BackOffice user.

Host call – run through the status of ticket, current status, root cause (follow-up with relevant team on this).

Work with team of service provider from vendor’s side, and from internal back-end system. The worker will follow-up with the team on the progress until the issue is resolved.

Coverage: Hong Kong, Malaysia (main focus), Philippines, SG, Indonesia and Vietnam.

Team structure in Malaysia: 7 people (helpdesk support, BA and Developer team).

Worker will have dotted line report to regional support lead. Oversees support role in Asia market.

This role is focused on Business application support for example: website, back-end database and batch jobs.

They focus on Wealth and asset mgmt. Not insurance.

Requirements:

Minimum 3 years hands-on current work experience in IT application support (someone who knows well the application/system). Someone who will analyse the issue and understand the products feature.

Experienced in IT application support for back-end financial services system /business application that support trade/finance will be a plus.

Experienced in performing initial troubleshooting for incidents and requests, document findings, and raise to 2nd line support if required.

Written and verbal English language – fluent level

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a service desk analyst? Which of the following languages are you fluent in? How many years' experience do you have in an application support function? Which of the following issue and bug tracking software do you have experience with?

Computer Software & Networking 51-100 employees

TechTiera is a young and innovative information technology services company, with global presence. TechTiera is rightsized for providing maximum value to its customers for information technology services.

TechTiera works with an attitude of providing service with excellence. We are experts in providing IT solutions & professional staffing services. We work with an agile and innovative offshore development approach. Our far reaching contributions has helped us to establish ourselves as an ISO 9001:2015, ISO/IEC 27001:2013 certified company and SEI CMMI Level-3(V1.3-2015) company. Our vision is to excel and serve our clients with exceptional services and quality standards. The blend of industry-leading products, domain knowledge, project management skills and extensive experience has helped TechTiera deliver complete solutions that can help organizations improve quality of service while building customer loyalty and to keep them ahead of their competition.

TechTiera is currently calling the best brains in Content Management, OCR, NLP, Text Mining, Text Analytics, AI, ML, BigData, IoT and digital technologies at all levels. TechTiera provides the best environment for career growth.

TechTiera is a young and innovative information technology services company, with global presence. TechTiera is rightsized for providing maximum value to its customers for information technology services.

TechTiera works with an attitude of providing service with excellence. We are experts in providing IT solutions & professional staffing services. We work with an agile and innovative offshore development approach. Our far reaching contributions has helped us to establish ourselves as an ISO 9001:2015, ISO/IEC 27001:2013 certified company and SEI CMMI Level-3(V1.3-2015) company. Our vision is to excel and serve our clients with exceptional services and quality standards. The blend of industry-leading products, domain knowledge, project management skills and extensive experience has helped TechTiera deliver complete solutions that can help organizations improve quality of service while building customer loyalty and to keep them ahead of their competition.

TechTiera is currently calling the best brains in Content Management, OCR, NLP, Text Mining, Text Analytics, AI, ML, BigData, IoT and digital technologies at all levels. TechTiera provides the best environment for career growth.

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What can I earn as a Service Desk Analyst