Service Desk AnalystABeam Consulting Malaysia • Petaling Jaya, Selangor, Malaysia

Service Desk Analyst

ABeam Consulting Malaysia • Petaling Jaya, Selangor, Malaysia

30+ hari lalu

Penerangan pekerjaan

Talent Acquisition Coordinator @ ABeam Consulting | German Language Learner

Company Highlights

Hybrid Work Arrangement (Work from Home and Office)
Regular Company Events (Sports Tournament, Outdoor Activities)

Responsibilities

Attending to phone calls, self-service tickets and emails relating to business issues and escalating issues appropriately using hierarchical and functional escalation guidelines.

Monitoring and ensuring audit trail of all incidents / cases logged through the required tools, managing incidents / tickets to ensure speedy resolution within SLAs.

Preparing reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.

Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.

Monitoring scheduled events such as batch jobs and background report creation.

Escalating or alerting critical issues to the support team on failures, breakdowns or unavailability of system components or report generation errors.

Providing first-level support for IT technical issues related to access and authorization.

Preparing and submitting monitoring reports.

Undertaking any ad-hoc duties assigned from time to time.

Requirements

Having an IT background or qualification would be an added advantage.

Ability to work shifts if required to accommodate a 24x7 support model.

Proficiency in using a Ticketing tool (ITSM) as the main service desk tool for logging, updating, maintaining or forwarding tickets.

Ability to check details of requests or complaints and forward them to the appropriate parties.

Capability to perform IT level 1 troubleshooting and provide quick fixes.

Understanding instructions using a level 1 handling script and taking appropriate action.

Escalating level 2 tasks to the next level of support or when unable to resolve level 1 issues.

Meeting SLA based on initial response and level 1 tasks assigned to the service desk.

Working with other service desk analysts to discuss and resolve level 1 requests or incidents.

Reviewing tickets and clearing or following up on open tickets for level 1 and 2.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting

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