Service Desk Analyst
Abeam ConsultingSelangorMalaysia, Selangor, Malaysia1 hari lalu
Penerangan pekerjaanEducational background or qualification in IT is an advantage. Willingness to work in shifts. Proficiency in ITSM ticketing tools. Ability to assess and forward requests or complaints appropriately. Capability to perform and respond to Level 1 inquiries and quick fixes. Familiarity with and application of Level 1 handling scripts. Ability to elevate tasks to Level 2 when necessary. Commitment to meeting SLA requirements for initial response and resolution. Proactive in reviewing and following up on open tickets for Level 1 and Level 2. Experience in SAP is an added advantage.
Job Responsibilities :
- Respond to self-service tickets and emails, escalating issues to L2 if necessary.
- Monitor and maintain audit trails of incidents using designated tools.
- Ensure timely resolution of incidents within defined SLA timeframes.
- Generate reports and perform statistical analysis from ticketing data.
- Monitor system components and scheduled events.
- Alert the support team about critical issues and system failures.
- Provide first-level support for inquiries, access, and authorization issues.
- Prepare and submit monitoring reports.
- Perform ad-hoc tasks and duties as assigned.
Job Requirements :
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Service Desk Analyst • SelangorMalaysia, Selangor, Malaysia
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