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End User Computing Analyst

End User Computing Analyst

Nexroar Service SDN BHDPetaling Jaya, Selangor, Malaysia
1 day ago
Job description

Job description

Key Responsibilities

  • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
  • Provide timely troubleshooting and resolution for hardware, software, network, and application issues.
  • Log, categorize, prioritize, and track incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Escalate unresolved issues to appropriate technical teams as per defined SLAs.
  • Assist with user account management (password resets, access rights, permissions).
  • Document solutions and maintain knowledge base articles to support issue resolution and self-service.
  • Support IT asset management, software installations, and patching activities.
  • Ensure compliance with IT policies, security standards, and ITIL / ITSM best practices.
  • Provide excellent customer service, maintaining high user satisfaction levels.

Requirements

  • Diploma / Degree in IT, Computer Science, or relate field.
  • 1-3 years of experience in IT Service Desk or

    • Technical Support.

  • Hands-on experience with ITSM tools (ServiceNow, Remedy, Jira, etc.).
  • Knowledge of ITIL processes (Incident, Problem, Change, Service Request Management).
  • Strong troubleshooting skills across Windows, Mac, Office 365, and basic networking.
  • Excellent communication and customer service skills.
  • Ability to multitask, prioritize, and work under pressure.
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    Analyst • Petaling Jaya, Selangor, Malaysia