Service Desk Analyst needed in Bukit Jalil

EPS Malaysia; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technical support company in Kuala Lumpur is seeking a skilled support specialist to provide superior customer service. The ideal candidate should have over 2 years of experience in IT helpdesk roles and a strong foundation in troubleshooting technical issues. Communication skills in both English and Mandarin are essential for effectively assisting users. This position provides an opportunity to work with a dynamic team while supporting users with their technical challenges.

Qualifications

• More than 2 years' experience in service desk/IT helpdesk.
• Good understanding of computer systems, mobile devices, and tech products.
• Proven ability to diagnose and resolve technical issues efficiently.

Responsibilities

• Serve as the initial point of contact for technical assistance.
• Perform remote troubleshooting through diagnostic techniques.
• Follow up with users to ensure issues are fully resolved.

Skills

Technical troubleshooting

Customer service skills

Analytical skills

Communication skills

Education

BSc/BA in IT or Computer Science

Tools

Help desk software

Remote desktop applications

Job description

First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.

Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.

Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Issue Resolution: Determine the best solution based on the issue and details provided by users.

Escalation: Direct unresolved issues to the next level of support personnel.

Update worklogs and follow shift/ escalation process to escalat complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.

Documentation: Record events, problems, and their resolutions in logs.

Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.

Follow-Up: Follow up with users to ensure their issues are fully resolved.

Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.

Improvement: Identify and suggest possible improvements on procedures.

Job Requirements:

BSc/BA in IT, Computer Science, or a relevant field is often preferred.

More than 2 years' experience in service desk/IT helpdesk/technical support in global setting.

Good understanding of computer systems, mobile devices, and other tech products.

Proven experience and ability to diagnose and resolve technical issues efficiently.

Familiarity with various operating systems, software applications, and hardware.

Understanding of network configurations, protocols, and security.

Proficiency in using remote desktop applications and help desk software.

Excellent communication skills, both verbal and written.

Ability to understand, speak, read and write English and Mandarin is required

Clear and effective verbal and written communication skills to explain technical issues to non-technical users.

Analytical skills to identify the root cause of issues and find effective solutions.

Ability to prioritize tasks and manage time effectively to handle multiple requests.

Understanding and addressing user concerns with empathy and patience.

Ability to work collaboratively with other IT professionals and departments.

Flexibility to adapt to changing technologies and user needs.

Willingness to stay updated with the latest technology trends and advancements.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .