IT Service Desk Analyst

Be among the first applicants.

UST

Bayan Lepas

MYR 100,000 - 150,000

Be among the first applicants.

3 days ago

Job description

Role Description

Service Desk Analyst

What you’ll do

Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology.
Capture and share the right information about customers’ problems in ServiceNow.
Work together and share insights with others in the team, especially at shift changes.
Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems.
Own your customers’ Incidents as if they were yours, always aiming for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving.
Prioritise and sort out your customers' IT issues according to our service level agreement.
Help the team to keep improving its service by sharing your suggestions for raising first-time fix rates, improving customer satisfaction, and reducing risk.
Keep up to date with changing security requirements.
Uphold our standards, processes, and policies.

The Knowledge, Experience And Qualifications You Need

Any experience in excellent customer service no matter what industry.
Experience in handling calls to support customers and resolve issues within stipulated time frames.
Good with Microsoft-based operating systems, especially Windows 10.
Experience in handling AD account lockouts, password resets, basic software installation requests, etc.
Experience in using ServiceNow ITSM tool for logging tickets.
Knowledge, experience, or a qualification in the ITIL Framework.
Experience in processes to keep improving service.

The Knowledge, Experience And Qualifications That Will Help

Experience as a service desk analyst.
Experience in understanding customers, managing incidents, and meeting business expectations.
Certification as a Microsoft Certified Professional (MCP) or equivalent.
A degree-level qualification in a computing or technical discipline.

Skills
It Service Desk, Incident Management, ServiceNow.