Service Desk Analyst

The incumbent is expected to undertake the following duties and responsibilities:

• 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
• Act as first point of contact via phone/email/chat or walk-in support for end users in WHO, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider
• 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 identified to create new Knowledge Base articles
• Identify and flag gaps in existing Knowledge Base articles
• Contribute towards producing documentation and SOP documents
• Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the WHO computing environment in accordance to relevant procedures in GSD
• Highlight and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered
• Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme
• Other duties and responsibilities as assigned by supervisor

Functional knowledge & skills:

• Experience in providing first and second level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment
• Strong organizational skills, flexibility and capability of working under pressure
• ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service,
• Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments highly desirable

Your experience includes:

• Minimum of 5 years of relevant working experience in an IT environment including: providing end[1]user support in a corporate environment or
• 4 years with a first level university degree or
• 3 years with a relevant advanced university degree
• Only shortlisted applicants will be contacted for an interview.
• WHO only considers higher educational qualifications obtained from an accredited institution in the World Higher Education Database (WHED). The list can be accessed through the link: http://www.whed.net/.
• Contract duration: 6 month

These are the breakdown of benefits;

• Salary fixed at 3250 ( no higher or lower)
• 2 shifts – morning ( 7.30am – 4pm) allowance rm30 per day for morning shift
• – afternoon (2.30pm-11pm) allowance rm35 per day for afternoon shift
• Overtime – 1.5 or 2 times of basic salary according to working hours
• Contract with jma- medical benefits – unlimited outpatient with panel clinic, hospitalisation benefits
• 24 days annual leave.
• Location in cyberjaya – service internal users only – in Asia, Europe –
• Must be good in English.

Please send me your updated resume with the details below.

Name :

Total Years of working experience:

Relevant working experience:

Current Salary:

Expected Salary:

The reason of leaving:

Notice Period

IC Number

Profile Summary

Job Type: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM3,520.00 per month

Schedule:

• Monday to Friday

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• service desk: 2 years (Required)

Work Location: In person

Application Deadline: 02/13/2025