Service Desk Analyst (Fresh graduates) – KUALA LUMPUR
Role Objective:.
- Responsible for interacting with Business Users/Vendors on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
Job Responsibilities:
- Provide and Act as the first line of support in accordance to agreed SLA.
- Collaborate with team members and stakeholders to establish Business needs.
- Responsible for communicating with Business Users/Vendors to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
- Perform investigation and diagnosis of incidents with references to existing Knowledge Base/ Problem Management / list of known errors.
- Provide solutions or workarounds to Business Users to resolve tickets within stipulated Service Level Agreement (SLA).
- Resolve escalated issue by providing guidance and resolution with collaboration of stakeholders.
- Responsible to generate and provide daily reporting to required stakeholders including ad hoc reports.
- Manage all supporting task and provide more efficient, timely and accurate information to users and as required by management on supported tickets.
- Highlight and escalate recurring Incidents which are similar in nature.
- Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
- Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
- Proactively follow up with outstanding Incidents and Service Requests towards closure
- Initiate improvement tasks whenever necessary.
- Achieve audit compliance for team activities & deliverables.
- Ability to organize and prioritize teamwork effectively.
Job Requirements:
- Bachelor’s degree in IT or other relevant discipline with CGPA 3.25 and above.
- Fresh graduates are encouraged to apply.
- Working experience in Service Hub or Service Desk Operation is good to have.
- Experience in ETL support background is advantage.
- Experience using / knowledge of ITSM tools (i.e. Ticketing Tools).
- Good English communication and writing skills.
- Proficient in MS Office.
- Good presentation skills.
- Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
- Ability to diagnose and resolve basic technical issues.
- Resourceful, independent and result oriented.
- A good team player, keen to learn and proactive.
- Ability to work independently in a 24/7 environment with minimal supervision.
APPLY AT :- JOBSTREET – AIA