Position : Service Desk Analyst (Cyberjaya) Company : Agensi Pekerjaan Asia Recruit Sdn Bhd Contract : Full Time
Salary : RM3,000.0 - RM3,500.0 Per Month
Location : Cyberjaya, Selangor Postcode : 63000
Posting Date : 03 Nov 2022 Closing Date : 18 Dec 2022
Academic Qualification : Language Requirement : EN
Job Description
Job Responsibility
Recommend an appropriate course of action to resolve tickets or escalate accordingly.
Ensure that tickets which cannot be resolved at this level are escalated with all troubleshooting steps and information collected and documented.
Act as first point of contact via phone/email/chat or walk-in support for end users and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
Provide technical support to user issues on products supported in a systematic and logical way.
Highlight and follow-up on recurring issues to Senior Helpdesk Analysts
Job Requirements
Min 3 years in related working experience
Min Diploma and above
Must be able to work in Cyberjaya
ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks.
Experience in providing first and second level IT and Oracle e-Business applications
Job Benifits
EPF,SOCSO
Training provided
Career Advancement
Job Application
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