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Service Desk Analyst
Service Desk AnalystABeam Consulting Malaysia • Petaling Jaya, Selangor, Malaysia
Service Desk Analyst

Service Desk Analyst

ABeam Consulting Malaysia • Petaling Jaya, Selangor, Malaysia
30+ days ago
Job description

Talent Acquisition Coordinator @ ABeam Consulting | German Language Learner

Company Highlights

  • Hybrid Work Arrangement (Work from Home and Office)
  • Regular Company Events (Sports Tournament, Outdoor Activities)

Responsibilities

  • Attending to phone calls, self-service tickets and emails relating to business issues and escalating issues appropriately using hierarchical and functional escalation guidelines.
  • Monitoring and ensuring audit trail of all incidents / cases logged through the required tools, managing incidents / tickets to ensure speedy resolution within SLAs.
  • Preparing reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
  • Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.
  • Monitoring scheduled events such as batch jobs and background report creation.
  • Escalating or alerting critical issues to the support team on failures, breakdowns or unavailability of system components or report generation errors.
  • Providing first-level support for IT technical issues related to access and authorization.
  • Preparing and submitting monitoring reports.
  • Undertaking any ad-hoc duties assigned from time to time.
  • Requirements

  • Having an IT background or qualification would be an added advantage.
  • Ability to work shifts if required to accommodate a 24x7 support model.
  • Proficiency in using a Ticketing tool (ITSM) as the main service desk tool for logging, updating, maintaining or forwarding tickets.
  • Ability to check details of requests or complaints and forward them to the appropriate parties.
  • Capability to perform IT level 1 troubleshooting and provide quick fixes.
  • Understanding instructions using a level 1 handling script and taking appropriate action.
  • Escalating level 2 tasks to the next level of support or when unable to resolve level 1 issues.
  • Meeting SLA based on initial response and level 1 tasks assigned to the service desk.
  • Working with other service desk analysts to discuss and resolve level 1 requests or incidents.
  • Reviewing tickets and clearing or following up on open tickets for level 1 and 2.
  • Seniority Level

    Entry level

    Employment Type

    Full-time

    Job Function

    Information Technology

    Industries

    IT Services and IT Consulting

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    Service Desk Analyst • Petaling Jaya, Selangor, Malaysia

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