IT Service Desk Analyst at Two95 International SDN BHD

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

On Call Support, Customer Support, ITSM Tool, Incidents Management, Ticketing, Troubleshooting, Technical Diagnosis, Hardware, Software, Remedy Templates, Risk Management, Incident Response

Industry

technology;Information and Media

Description

We are looking for Service Desk Analyst with 2 to 5 years of experience. Required Skills: on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting Job Responsibilities Answers and responds to inbound calls \chat\email from end-users regarding issues Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool) Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support Analyzes and resolves all application software or hardware incidents and requests from end-users Ensures to log and tracks incidents and requests from identification through resolution stages Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available Responsible for providing on-call support as needed Flexible for 24/7 support when required Establishes and develops relationships with other IT&S teams through frequent constructive communication Responsible for identifying shortcomings for implementing process improvements Complies with and supports IT&S standards, policies, and procedures Logs incidents and requests into appropriate product categorization Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users Handles customers’ issues or requests with a professional attitude Good-to-Have Strong technical knowledge of information technology systems and infrastructure Understanding of risk management, mitigation, and incident response frameworks Providing technical diagnosis and solutions to users, either over the phone or via email Collaborating with technical support teams to provide an efficient resolution to technical issues Ensuring that users receive appropriate feedback and support throughout the resolution process Ability to stay calm under pressure and make sound decisions in crisis situations

Responsibilities

The analyst will be responsible for answering and responding to end-user calls, chats, and emails regarding technical issues, creating and documenting all support interactions in the ITSM tool, and resolving technical trouble tickets before escalation. They must ensure incidents and requests are logged, tracked from identification through resolution, and follow up on complex incidents to ensure customer communication is complete.