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Service Desk Analyst (English Speaker)

Company Name Confidential

Keywords / Skills : Service Desk Analyst, Desktop Support Engineer, Technical Support Engineer, Customer Support Engineer, IT ServiCe Desk, IT Help Desk, Desktop Engineer

1 - 5 years
Posted: 2019-03-27

Nationality
Malaysia
Industry
IT/ Computers - Hardware
IT/ Computers - Software
Function
IT
Role
Technical Support Engineer
Education
Bachelors
Degree
Diploma
Non Degree Tertiary
ITC
NTC
Vocational
Salary
2500 - 3000 MYR
Posted On
27th Mar 2019
Job Description
• Provides Level 1 technical support for all software and hardware within negotiated Service Level Agreements(SLAs).
• Logs all incidents reported via telephone, email or voice mail.
• Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request.
• Distributes and dispatches incidents to the appropriate support groups as needed.
• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
• Conducts second level support using documented procedures and available system tools.
• Provides guidance and work leadership to less-experienced technicians.
• Participates in special projects as required.
• Coordinates and tracks all system level production down resolution as necessary per documented procedures.
• Installs and configures hardware and software as required.
• Provides support for remote users.
• Document processes and procedures as required


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