AIA IT (M) Sdn Bhd

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.


Leave a Reply

Your email address will not be published. Required fields are marked *