Kerja Sepenuh Masa, Information Technology Service Desk di Devloit Federal Territory - Maukerja

Position- IT Service Desk

Language- English

Rotational Shifts

1 Year Contract Position

Salary- 15-20% hike from current salary

"Only Local Malaysians can Apply"

Scope of Service for Service Desk

• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Accept and respond to all IT related incidents and requests.
• Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.

Key Responsibilities of Service Desk Analyst:

• Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
• Updates customer on ticket status/resolution in accordance with Priority metrics.
• Ensure that incidents and requests are dealt with accordance to customer and priority needs.
• Escalate tickets as required.
• Abide by the IT service processes, procedures and work instructions set by the company including Code of Conduct and Core Values.
• Actively participates in team goals and objectives as per Service Desk KPI metrics