Service Desk Analyst (Technical Operations 24x7 Team)

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Doherty IT Solutions Sdn. Bhd.
Kuala Lumpur
MYR 100,000 - 150,000
Be among the first applicants.
7 days ago
Job description

Service Desk Analyst (Technical Operations 24x7 Team)

Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK’s top ten law firms.

We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.

We are looking for a Service Desk Analyst to be part of the 24/7 Technical Operations Team based in Kuala Lumpur. The Service Desk Analyst is an integral part of the Team, serving as the initial point of contact for customer support calls. The analyst is expected to manage incoming customer calls with a focus on excellent service delivery while performing the duty manager role to oversee service desk operations, and work collaboratively with other teams to maintain service levels. This includes ticket triage, major incident management, and BAU tasks of managing both end user tickets and Events. As such, the analyst will have hands-on experience working on Enterprise level technologies – including Windows Server Operating Systems, Azure, O365, Microsoft Entra, and Security. (Training will be provided)

The ideal candidate will be a proactive problem-solver with a strong commitment to customer satisfaction and a passion for technology.

Our customers are primarily based in the UK, so you must be fluent in spoken and written English.

Office hours: Shift work required to cover a 24/7 operation via 12-hour shift patterns on a rotational basis. This includes working on weekends and public holidays when it falls on your shift (Overtime provided and Shift allowance provided).

Location: Kuala Lumpur, Malaysia. We are currently operating in a hybrid working model (subject to change) and as such it will be a mix of working from home and in our office in Solaris Dutamas (Publika).

Skills and experience:

  • Proficient in answering incoming calls from customers, providing first-level contact, and delivering exceptional customer service.
  • Skilled in performing the duty manager role, overseeing the service desk operations, major incident management, a smooth handover process between shifts, and ensuring customer service standards are upheld.
  • Experienced in monitoring and resolving tickets in a service desk environment, ensuring timely and efficient handling of user issues and requests.
  • Capable of communicating effectively with stakeholders to gather additional information and provide updates on ticket status.
  • Knowledgeable in IT service management processes and tools, with a strong understanding of ITIL principles.
  • Familiar with remote management and monitoring tools, and able to provide support for a Microsoft-based environment, including On-prem and Azure Windows Servers, O365 services, and Security.
  • Demonstrated ability to work under pressure, meet deadlines, and provide high-quality customer service.

About the person:

  • A dedicated professional with proven experience in Service Desk roles, with a focus on Microsoft Technologies.
  • Adept at working with Windows Operating Systems and familiar with IT service management tools like ServiceNow and Connectwise.
  • Analytical thinker with the ability to troubleshoot, categorize, and assign tickets effectively.
  • Strong communicator, capable of conveying technical information clearly to both customers and IT staff.
  • Team player with a customer-oriented mindset, always aiming to enhance user satisfaction.
  • Has a strong sense of urgency when working on high-priority tickets.
  • IT certifications, especially those relevant to service desk operations, are considered an advantage.

Why work at Doherty?

  • Competitive salary plus performance-related bonus
  • Wide range of Company benefits
  • Day off on your birthday
  • Be part of an award-winning technical team
  • Company funded exams including an incentive payout for successful completion

We offer a competitive salary based on experience and qualifications. We also operate a performance-related bonus scheme. Medical benefits are provided and parking is claimable.

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