Service Desk Analyst (Cyberjaya)

• Recommend an appropriate course of action to resolve tickets or escalate accordingly.
• Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
• Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
• Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
• Provide technical support to user issues on products supported in a systematic and logical way.
• Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution.
• Contribute towards producing documentation and SOP documents.
• Other duties and responsibilities as assigned by supervisor

Job Type: Contract
Contract length: 12 months

Pay: From RM3,500.00 per month

Benefits:

• Health insurance

Schedule:

• Rotational shift

Ability to commute/relocate:

• Cyberjaya: Reliably commute or planning to relocate before starting work (Required)

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• IT support: 3 years (Preferred)

Language:

• English (Preferred)