Service Desk Analyst

Full Time, onsite
Beyondsoft
Kuala Lumpur, Malaysia

Salary undisclosed

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Job Responsibility:

User Support: Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
Customer Service: Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
Knowledge Base: Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
Documentation: Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
Remote Support: Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
Hardware and Software Setup: Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.
Password Reset: Assist users with password resets and account unlocks in accordance with security policies.
Security Awareness: Promote and adhere to security policies, recognizing and reporting potential security incidents.
Team Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues.
Continuous Learning: Stay up-to-date with technology trends, new software, and hardware to improve support capabilities.
Application Support: Ability to identify and isolate issues, as well as gather information.
Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).
Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.

Job Requirements:

Minimum Diploma in Computer Science, Information Technology, or a related field.
Minimum 2 years of experience in a technical support or service desk role.
Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
Proficiency in troubleshooting and problem-solving techniques for hardware and software issues.
Familiarity with commonly used operating systems (e.g., Windows, macOS) and office software.
Customer service-oriented mindset with a commitment to delivering high-quality support.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Knowledge of remote support tools and remote desktop assistance is advantageous.
Familiarity with ticketing systems for incident management.
Basic understanding of IT security principles and best practices.
IT certifications such as CompTIA A+ or ITIL Foundation are a plus.
Able to work with minimal supervision.