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Immediate Opening for Service Desk Analyst - Malaysia

Keywords / Skills : Service Desk Analyst

0 - 3 years
Posted: 2019-10-21

Job Description
Role : Service Desk Analyst

Duration : 3 Months

Contract Payroll:  AMK Technology

Client’s Location : Malaysia



Job Description:

• Take ownership of the incidents or service request by monitoring the status to ensure resolution in accordance with service level agreement.

• Perform escalation and follow up where necessary to the appropriate team based on established Incident Management guidelines & procedures to ensure reported issue/request being handled swiftly.

• Able to work on Night shift.

• Be the first point of contact for clients seeking for support on ICT services

• Provide 1st and 2nd level ICT Service Desk support:

• Answer and process client calls on all IT related incidents. Ensure all calls were being logged with adequate and concise information into the helpdesk system for call tracking and problem management.

• Make initial assessment of incidents, diagnose and resolve basic incidents

• To assign or verify severity assignment and incident description.

• To resolve incidents on first call resolution.

• To resolve incidents within agreed service level.

• To work in a team to meet the team's KPI

• Execute effective resolutions of risk, issues, problems, incidents for the department

• Liaise with other team and Service Provider to consistently deliver high quality service and continuously strive for performance improvement.

• Perform Release Configuration at Development and Production Environment (Release Management).

• To perform as a Helpdesk roles and responsibility are as follow:

• Answer and process client calls on all IT related incidents. Ensure all calls were being logged with adequate and concise information into the helpdesk system for call tracking and problem management.

• Pick up calls and monitor emails receive from users.

• Log all issues at MyGeniie.

• Produce Monthly Report of Incidents/ Request and etc.

• Follow up with users and vendor regarding status of issues.

• Perform cross check between MyGeniie and CRM portal.

Thanks & Regards,

Poorna Chandra

Cell no- +9739000468

Email id- poorna.chandra@pso.amktechnology.com


Key Skill(s)

About Company

AMK is an International group of IT companies headquartered in Malaysia, comprising of four main companies across multiple technology domains, to ensure delivery of top quality results to our clients.
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