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Service Desk Team Lead

Keywords / Skills : "Service Desk Analyst", "Telecom"

3 - 6 years
Posted: 2019-02-27

IT/Computers - Hardware & Networking
IT/Computers - Software
Team Leader/Technical Leader
3500 - 5000 MYR
Posted On
27th Feb 2019
Job Description
1. Resolve / fulfill incoming Service Desk incidents and requests from internal staff

2. Provide IT support for many technologies (mostly Microsoft) to a wide user base

3. Handling incoming telephone calls, emails and self-service tickets in a customer friendly and professional manner

4. Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now)

5. Within Service Now, use the knowledge base for known errors and work around to aid diagnosis or resolution

Education, Experience, Knowledge and Skills

Essential: Graduate or equivalent qualification ideally in an IT related discipline.

12 months work experience for Service Desk Analyst in a Service Desk environment.

24 months work experience for Service Desk Analyst in a Service Desk environment.

Experience of Microsoft Windows 7 fault resolution.

Experience troubleshooting Microsoft Office 2010 suite.

Experience in working in a busy IT department.

Exceptional interpersonal skills, with a focus on listening, and questioning.

Exceptional oral and written communication skills.

Knowledge of basic desktop and laptop computer hardware and peripherals.

Working knowledge of active directory, MS exchange and MS Lync.

Proven experience resolving incidents quickly by using remote support tools.

Knowledge of ITIL Service Management best practices.

Desirable: SDI certification (desirable).

ITIL V3 Foundation level (desirable).


About Company

AVL Infotech provides a broad portfolio of information technology solutions and business process to its clients worldwide. Our core portfolio comprises application development, business process consulting services as well as professional staffing services in information-technology.

We are experienced in providing high quality solutions to clients in diverse business areas. We are providing cost effective global support by our offshore and Onsite partners in Malaysia.

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