Service Desk Analyst

Cyberjaya, Selangor, Malaysia

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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 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.
Provide technical support to user issues on products supported in a systematic and logical way.
Identify and flag gaps in existing Knowledge Base articles.
Contribute towards producing documentation and SOP documents
Other duties and responsibilities as assigned by supervisor

Agensi Pekerjaan Asia Recruit Sdn Bhd (200401036859) (675370-W) (JTKSM 230C)

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