Service Desk Analyst

Our Purpose

Here at Datacom, we connect people and technology to solve challenges, create opportunities, and discover new possibilities for our communities.

The Nitty Gritty

We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, making us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.

Role Overview and Objectives

The Service Desk Analyst is responsible for ensuring all Incidents or Requests are updated in a timely manner. The core objectives and responsibilities of the Service Desk Analyst include:

1. Ensure the best service for every request
2. Adhere to the prescribed processes and procedures
3. Manage self-performance and support the team

Responsibilities

The Service Desk Analyst is responsible for:

1. End User Satisfaction
   • Maintain professionalism in all customer interactions, including escalations
   • Address every request with an appropriate response (resolve or re-assign)
   • Manage customer-related incidents ensuring a speedy resolution within the SLAs
   • Assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems
   • Assist in the Administration of Network Infrastructure
2. Process Compliance
   • Follow guidelines/script and ensure every customer interaction is quality-compliant
   • Log all requests and update the database as per the guidelines
   • Maintain the security of the network
3. Self-development & Leadership
   • Keep manager updated on potential risks and performance deficiencies proactively
   • Regularly update product knowledge and technical skills using available resources
   • Incorporate Datacom values into team interactions

Requirements

• Knowledge of Network Hardware including Routers, Hubs, and Switches
• Able to recreate and administer network infrastructure
• Proactive in ticket management
• Conflict resolution
• Results-oriented
• Prior experience in customer telephone support or service desk
• Experience in LAN topology and infrastructure
• Ability to work in a constantly changing environment

Skills

• Tools usage
• Active Directory Experience
• Knowledge management center
• Work instruction document (SOP)
• Soft skills
• Technical support and problem resolution
• Written and spoken English
• Typing speed of 35 WPM
• Customer Service
• Empathy
• Technical support and problem resolution over the phone

Our office is located in Kuala Lumpur, Malaysia, and we have a hybrid work setup (twice a week).

We also provide exciting perks such as Spotter Bonus, Medical Insurance, Leave credits, Performance bonuses, and a work-life balance environment.