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Service Desk Analyst
Bureau Veritas (M) Sdn BhdNovotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia11 hours ago
Job descriptionPossess a bachelor's degree in computer science / information technology / computer network / engineering or any related studies. Must be proficient in Japanese language. MS Outlook - know how to configure user outlook, mapping accounts and tackle issues like outlook freeze, crashing etc. Remote Assisting Tool- know the use of any remote assisting tools like VNC, Any desk team viewer, Bomgar etc. Troubleshooting IT related issues -like PC working slow, machine not getting IP address, internet not working, outlook getting frozen, operating system related issues, MS Teams, VPN client etc. ITSM Ticketing Tool - should have worked on any ITSM ticketing tool like BMC Remedy, Service Now or SMAX, etc. Must be willing to work in 24 5 in technical voice end user support. Related to Active Directory -like creating, deleting, updating user accounts MS O365 -creating users, managing SMB (shared mailbox), DL (distribution lists), assigning licenses, etc. Having relevant experience of 2-3 years in technical helpdesk (Japanese) domain. Highly self-motivated and directed, with keen attention to detail Additional working hours as required.
Job Responsibilities :
- Acting as a first point of contact to support users reporting issues, requesting information, access, or other services.
- Providing technical voice L1 support to global end users.
- Ensuring correct logging of tickets in the ITSM ticketing tool, categorizing, and prioritizing them in line with ITIL standards.
- Ensuring all tickets are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
- Managing tickets through their entire lifecycle from the first point of contact through to resolution, proactively.
- Keeping the end user informed of progress.
- Diagnosing and resolving issues to the user satisfaction.
Job Requirements :
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Service Desk Analyst • Novotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia
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