Service Desk Analyst

Glory Global Solutions (M)Kuala Lumpur, Kuala Lumpur, Malaysia

2 days ago

Job description

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well‑being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one‑hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

ROLE PURPOSE

We’re currently looking for a Service Desk Analyst to join our dedicated support team. In this role, the Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To fulfil this position and be successful, you must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

MAIN RESPONSIBILITIES

Incident and Service Request logging, prioritisation and assignment
Managing the Service Desk number, when on shift, at all times
FTF (First Time Fix) of as many Incidents as possible, within SLA
Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
Accurately capturing required details to log tickets
Reporting on statistics as required
Fulfilling joiners, movers, leavers and any other requests in accordance with regulatory compliance Internal Document

REQUIRED EDUCATION, QUALIFICATIONS & EXPERIENCE

Degree qualified (preferred) or similar level of higher education

Good understanding of enterprise technologies

Competent with Microsoft Office applications

Experience working in a team on a 24x7 shift basis

Experience working for a medium‑size enterprise business

Experience working in the manufacturing industry and appropriate knowledge of related business applications

REQUIRED SKILLS AND COMPETENCIES

Strong foundation and / or passion for computing and IT

Possesses first class attention to detail

Has exceptional analytical skills and troubleshooting abilities

Instils a commitment to providing exceptional support

Works well under pressure

Must be able to participate in team rota

Strong communication skills in English, with a preference for proficiency in at least one of the following languages : Spanish, French, or German.

Self‑driven with a passion for the field and a thirst for personal development

Team player; works well in a busy team and is quick to learn and able to deal with a wide range of issues

Glory Values

Customer Delight. We put our customers first

Integrity. We do the right thing, always.

Innovation. We embrace new challenges and shape the future.

Speed. We move fast, that’s how we stay ahead.

Diversity & Respect. We value the strength in our differences.

Teamwork. We succeed together.

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Service Desk Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia