Job Description

Job Specification

We are seeking a highly skilled and experienced

Service Desk Analyst

to the first point of contact for customers, responsible for providing exceptional technical support and assistance. The ideal candidate creates incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to the 2nd level, onsite support team or third-party vendor for further resolution. This position offers an exciting opportunity to work in a dynamic environment and collaborate with a talented team

Responsibilities

Responding to IT-related inquiries and issues from remote customers via phone, email, or remote support tools, and providing timely and effective technical assistance. Provide problems analysis and perform 1st level support of technical issues over the phone and by email. Logging and documenting all support tickets, maintaining accurate records of the issues, resolutions, and actions taken throughout the ticket lifecycle. Taking ownership of created and assigned tickets and ensuring that they are resolved within the agreed-upon service level agreements (SLAs). Provide status updates to users as appropriate. Collaborating with third-party vendors or internal teams for advanced troubleshooting and problem resolution. Log case to vendor and follow up to close service tickets. Escalating critical or widespread issues to the appropriate technical teams, lead or managers and following up on the progress until the resolution is achieved. Execute responsibilities promptly following established procedures & take ownership of service requests to meet the service level agreement objectives. Collaborating with cross-functional teams, including system administrators, network engineers, and relevant parties, to ensure efficient problem resolution and system performance. Adhering to service level agreements (SLA) and maintaining high levels of customer satisfaction through professional communication, effective problem solving and timely issue resolution. Contributing to the development and maintenance of the knowledge base. Recommend ongoing operation improvements. Follow up on outstanding requests and ensure timely resolution. Preparing monthly reports for customers, summarizing support activities and token deductions. Performing other related duties as required and assigned.

Requirements

Candidate must be Malaysian citizen. Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience) is preferred. Diploma holder in relevant field is acceptable. Proven experience in similar role, providing tech support and assistance to end user. Good knowledge in diagnostic and troubleshooting skills. Experience in ticketing systems or IT service management tools Effective communication skills in English & Malay, both verbal & written, to interact with end users at various technical levels. The ability to speak Mandarin or other local language is an added advantage. Ability to work well under pressure, prioritize tasks, and manage time effectively in a fast-paced environment. Customer-focused approach with a commitment to delivering high-quality service and maintaining professionalism. Knowledge of POS systems and mobile ordering systems used in the retail industry will be a bonus. Self-motivated, good team player and able to work under minimal supervision, demonstrating initiative and a proactive attitude towards problem-solving. Able to work on a 24/7 shift rotation, including weekends and public holidays. Demonstrates the ability to quickly adapt, learn new concepts, and readily adjust to changing priorities and directions. Relevant certifications such as ITIL and SDI certification are a plus.
Job Type: Contract
Contract length: 12 months

Pay: Up to RM2,800.00 per month

Benefits:

Health insurance Professional development
Application Question(s):

How long is your notice period to your current employer? Are you Malaysian?
Education:

Diploma/Advanced Diploma (Preferred)
Work Location: In person