Associate Service Desk Analyst

Associate Service Desk Analyst

Adaptavist Group – Federal Territory of Kuala Lumpur, Malaysia

About the role

The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist.

The role will provide 1st line support and incident management to either resolve customer issues directly, or escalate the issue accordingly. Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA).

This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term.

What you’ll be doing

• Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress
• Owning assigned issues / incidents through the ticket lifecycle management covering
• Creating issue tickets and initial triage to identify the problem area
• Applying problem solving analysis and techniques to resolve issues where appropriate
• Assigning the issue to an appropriate Systems Engineer based on skill set and resources available
• Acting as main coordination point with the team working on incidents to bring the issue to a successful resolution
• Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers)
• Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue
• Creating, maintaining and curating incident documentation to benefit both the customer and the team for retros and continuous learning
• Supporting Root Cause Analysis (RCA) collation and documentation
• Supporting smoke testing to check functionality of a solution prior to its release to customer production systems

Qualifications

Benefits

We offer generous holiday (PTO) allowance, flexible working hours, MacBooks for all employees and support for fully remote workers to set up their home offices.

Full paid leave for birthing parents : 26 weeks; non‑birthing parents : 13 weeks; extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Additional Information

Not ticking every box? That’s totally okay! We are dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything listed above.

What to expect

We have published support material on interviewing to help you prepare and ace an interview. (Link omitted)

Equal opportunities

Adaptavist Group is committed to promoting a diverse and inclusive community. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, or civil partnership status. Please let us know if you have any questions.

Location

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Employment type

Full‑time

Seniority level

Associate

We look forward to your application!

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