IT Service Desk Analyst – Penang, Malaysia

Overview

Axiom Technologies is a Global based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite / on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

IT Skills and Experience

• Handle calls, chats and emails for L1 Support\Triage without any deviation in SLA
• Ensure to read all the emails from the management and react / respond based on the urgency
• Escalate to Leads / Manager for help when required
• Create ticket for every interaction with user, if there is no already existing ticket
• Each ticket cancelled has got approval (NOT cancelling the ticket and then taking approval)
• Assign out of scope tickets to other resolver groups appropriately
• Responsible for Service ticket creation / resolution / assignment / categorization / prioritization / escalation / tracking / closure and feedback as per defined SLAs and KPIs
• Managing phone calls received from the client by applying the specific rules and provisions communicated at the process level
• All the tickets owned are followed up daily through Skype, call and email.
• Update the tickets with appropriate notes
• Solving technical problems / incidents reported at the process level by following the specific steps and by being compliant with all the communicated parameters and specifications
• Incident Management
• Preparing the MIS incidents in accordance with internal requirements
• Redistributing the tickets that have not been resolved (when applicable)
• Routing / tracking the tickets allocated in the system or other PRGs
• Proactive actions in order to effectively manage the Service Now Queue Management
• Public

Problem Management

Critical Skills

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to

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