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IT Service Desk Analyst

IT Service Desk Analyst

Axiom TechnologiesMalaysia, Penang
30+ days ago
Job description

Axiom Technologies is an 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
  • 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
  • rovisions 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

  • Identifying the general tendencies at the call / ticket level and communicating the

    • results to the supervisor in order to manage better the activity at the project level

  • Creating additional tickets for simpler issues and connecting them to the parent

    • tickets (which describe the general issue)

  • Monitoring the case resolution and updating information
  • Contacting the customer in order to confirm the encountered issues (where

    • applicable

  • Adherence to the quality standards communicated at the process level

    • Critical Skills

  • Knowledge of ITIL Service Delivery (Incident, Problem and Change Management

    • procedure)

  • Troubleshooting skills and experience in solving UAM, PWD resetting and

    • messaging

  • Troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)
  • Synthesis capacity
  • Willingness to work an 8h shift between 7 : 00 – 19 : 00 (summer) or 6 : 00 – 18 : 00

    • winter)

  • Troubleshooting skills for VPN connectivity, calling, wireless routers
  • Knowledge of the register with active addresses, domain controllers, etc.
  • Exposure to password reset tools
  • Preferably knowledge of Laptop / Desktop / iPad / iPhone & Android devices;
  • Troubleshooting skills for VPN connectivity, dial-out, wireless routers, Windows

    • issues;

  • Troubleshooting experience using remote control tools
  • Previous experience of IT support in a Corporate environment and / or other high

    • customer sensitivity functions is a plus.

  • 1-3 years of relevant experience

    • 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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    Service Desk Analyst • Malaysia, Penang