It Service Desk Analyst

Kuala Lumpur, Malaysia

Job Description


Principal Accountabilities:
Resolve technical problems in a call center/help desk environment. Use expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

Under close supervision:

  • Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access
  • Provide timely resolution of less complex problems or escalation on behalf of customer to appropriate technical personnel
Knowledge & Skill Requirements:
  • Bachelor\xe2\x80\x99s degree in Information Technology or related field
*Equivalent years of experience in a substantially similar industry may be considered in lieu of a degree to be determined by the nature of the specific job and the hiring manager\xe2\x80\x99s criteria
  • One year of related experience preferred
  • Strong written and oral communication skills
Knowledge & Application:
  • Good knowledge of single specialist area achieved through prior study or previous experience
  • Applies knowledge of the principles and practices in a recognized professional field requiring extensive academic preparation
  • Applies knowledge of standardized rules, procedures, and operations within own area
  • Determines a course of action based on guidelines
Problem Solving:
  • Encounters fairly similar problems which require some fact finding, clarification, and basic analysis
  • Most solutions will be found within normal operating processes and policies
  • Selects the best solution based on a set of defined procedures or precedence
  • Occasionally, requires basic problem solving techniques to define problems and use previous experience to identify
Interaction:
  • Exchanges standard/basic technical or nontechnical information with colleagues and immediate superiors and/or customers
  • May be a required to interpret or clarify technical information to aid understanding
  • Audience is generally knowledgeable about the subject matter
  • Conveys straightforward information to non-divergent audiences
Impact:
  • Impact is limited to short-term team performance
  • Supports the achievement of goals through own personal effort
  • Responsible for planning own work, assessing own progress, and adjusting efforts to meet goals
Accountability:
  • Accountable for meeting own targets which impact the immediate work area
  • Accountable for meeting own targets which are often considered financially immeasurable
  • Work is reviewed periodically
  • Is aware of wider profitability issues
#LI-AB1

R-20230914-0007

VF Corporation

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Job Detail

  • Job Id
    JD989726
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Kuala Lumpur, Malaysia
  • Education
    Not mentioned