Service Desk Analyst

• 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.

This is a 12-hour rotational shift position on a 2 days rotation basis.

Job Type: Full-time

Pay: Up to RM5,000.00 per month

Schedule:

• Rotational shift

Application Question(s):

• What is your expected salary and availability?
• What operating system are you familiar with?
• Are you willing to work onsite for the shift at Bandar Utama?

Experience:

• Active Directory: 2 years (Preferred)