IT Service Desk & Operations Analyst
Lotus's MalaysiaKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionDiploma or Bachelor’s degree in Computer Science, Information Technology or related field (preferred) Proven experience in IT support or related role Sound knowledge of IT systems, hardware, and software Strong customer service and communication skills Troubleshooting and problem-solving abilities Experience with IT service desk and operations tools (ServiceNow, Jira) is a plus Flexibility and availability to work shifts, weekends and holidays as needed Fresh graduates are encouraged to apply
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- Provide first-level technical support and assistance to end-users, including troubleshooting and resolving incidents
- Log and track incidents and service requests in the ticketing system
- Respond to user inquiries and communicate technical information in a clear and understandable manner
- Troubleshoot hardware and software problems, elevate complex issues to higher-level support when necessary
- Collaborate with other IT teams to address service issues / incidents / requests and raise escalation when required
- Participate in on-call support as part of a rotating schedule
- Engage with support, end-users, and business teams via phone, WhatsApp, and Teams
- Monitor IT infrastructure, including networks and critical data center systems (room temperature, UPS status and air conditioning efficiency)
- Proactively identify and resolve system and network performance issues
- Ensure smooth day-to-day operation of IT processes and data recovery
- Stay up to date with technology trends and developments to enhance your technical expertise
- Be willing to work on shifts, weekends, and public holidays
What You'll Bring to The Job
Seniority level
Entry level
Employment type
Full-time
Job function
Analyst
Industries
Retail
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Service Desk Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia