Service Desk Analyst - L1.5

Responsibilities:

Providing support and advice on IT related issues to diverse, ensuring the best use of enterprise IT systems, and influencing changes to working practices when needed.

Monitor and respond appropriately to customer contacts via calls, emails, chats, events, and self-service within acceptable response times.

Identifying and appropriately responding to high priority incidents within the time limit agreed and follow the appropriate escalation steps to the correct resolver teams.

Technical support experience covering PC and laptop hardware, software installation, and configuration of computer and mobile operating systems. (Windows 11, 10 and Mac OS)

Good understanding of the ITIL framework, especially the incident management process.

Familiar with IT Security concepts, threats, and vulnerabilities, including access controls and identity management.

Proficiency in using and supporting standard corporate software, including Office365, Dropbox for Business or similar cloud storage applications, Antivirus, Service-Now and Active Directory.

Good people skills and customer service skills - both virtually and in-person.

Personal leadership and discipline

Location:

Applicants must be willing to work in Plaza Sentral, Kuala Lumpur.

willing to work in a 24/7 shift environment.

willing to support multiple accounts.

Education:

A bachelor’s degree or Professional Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.

Industry certifications is an added advantage ITIL, Security, Network, Desktop and Cloud Computing et cetera.

Experiences:

At least one year of working experience in the related field is essential for this position, preferably in a technical Service Desk role or equivalent.