Malaysia Job Openings

JOS (MALAYSIA) SDN BHD

Service Desk Analyst (ID Management)

Petaling Jaya

FULL TIME

October 10, 2024

Job Responsibilities:

Provide IT Service Desk Support that covers Application, Infrastructure and End User Services.
Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.
Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit, which may range from very straightforward problems through to more issues that are complicated.
Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.
Handled interaction within agreed customer Service Level Agreement (SLA)

Record and classify all customers queries.

Respond and diagnose complex incidents in a customer-focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.
Prioritize and resolve issues identified by customers and other teams in a timely manner. Update customer on Incident or request status /resolution in accordance with SLA.
Monitor the IT service process and workflow to ensure SLA’s are met.

Provide accurate and creative solutions to service management to improve service delivery

Liaise with internal and external resolver groups regarding queries by end user on incident status on a daily basis.
Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales

Job Requirements:

Degree/Diploma in Computer Science or IT related fields with 1-2 years of relevant working experience will be added advantage.
Knowledge of Windows and Mac operating systems, common business applications, and basic network troubleshooting.
Able to analyze, diagnose, and solve technical problems.
Strong written and verbal communication skills.
Good interpersonal skills, team player, highly motivated, well organized and result oriented.
Able to work under minimum supervision.
Candidate must be Malaysian citizen.

Job Types: Full-time, Contract
Contract length: 6 months
Pay: Up to RM4,000.00 per month
Benefits:

Health insurance
Professional development

Schedule:

Monday to Friday

Ability to commute/relocate:

Petaling Jaya: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

Are you Malaysian?
How long is your notice period to your current employer?
How much is your monthly expected salary?
Are you comfortable with a 6-month and renewal contract?

Education:

Diploma/Advanced Diploma (Preferred)

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