Service Desk Analyst

Service Desk Analyst

IntelliPro, Federal Territory of Kuala Lumpur, Malaysia

As an L1 Support Engineer, you will be responsible for handling initial customer inquiries and troubleshooting common technical problems. You'll work closely with higher-level engineers to elevate more complex issues and ensure prompt and efficient resolution, maintaining high levels of customer satisfaction.

Key Responsibilities

• Initial Support : Serve as the first point of contact for users seeking technical assistance via phone, email, or chat. Respond to inquiries and provide solutions for basic technical issues.
• Troubleshooting : Perform initial troubleshooting for common technical problems, including software and hardware issues. Utilize scripts and knowledge bases to guide users through problem resolution.
• Issue Escalation : If issues cannot be resolved at the L1 level, escalated to higher-level support (L2 or L3) while ensuring a smooth transition and providing all necessary information in the ticket.
• Documentation : Accurately log all service desk tickets and maintain records of user interactions, problems, and resolutions. This includes updating customers on the status of their issues.
• Customer Satisfaction : Ensure high levels of customer satisfaction by resolving issues promptly and effectively. Communicate clearly and empathetically with users to understand their needs.
• Continuous Learning : Stay updated on the latest technologies, tools, and processes relevant to the role. Participate in training sessions and workshops to enhance technical skills and customer service abilities.

Requirements

Seniority Level

Entry level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting, IT System Operations and Maintenance, and IT System Custom Software Development

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