Service Desk Analyst

Service Desk Analyst

Ctc Global Sdn Bhd
1-3 years
2800 - 4000 MYR

Job Description

Role and Responsibilities:
    • Ensure issue diagnosis and resolution according to SLA’s, work practices and procedures.
    • Understand and address impacts on Service Desk resourcing.
    • Managing all critical/high severity incidents
    • Conduct team meetings as required
    • Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
    • Provide immediate incident resolution or workaround to the user.
    • Escalate incidents that are not solvable in Service Desk to the correct resolver group.
    • Ensure service requests are escalated to the correct resolver group and prioritize problems – assign the proper category in the helpdesk system
    • Manage user expectations with timely follows up on pending incidents tickets.
    • Document problems - log all problems and inquiries in the helpdesk system, enter in the ticket a detailed description of the problem
    • Build strong relationships with internal and external customer/business
    • Maintain knowledge base and other documentation
    • Contribute to problem management and root cause analysis

Job Requirements:

  • Candidate must possess at least a Diploma or Bachelor’s Degree in Computer Science/Information Technology or equivalent
  • Experience in supporting Wintel desktop
  • Working knowledge in Windows Operating Systems, Mcafee and PC hardware
  • Good phone communication and interpersonal skills
  • Experience in First Level support Wintel desktop MS Office and Outlook
  • Fast Learner and high flexibility in adapting into the fast rapid environment
  • Willingness to be on night shift (till 8 pm)
  • Willingness to work after office hours, weekends and on Public Holidays if the situation demands
  • We welcome all Malaysian citizens to apply with us
  • Location of working: Cyberjaya

CTC Global Sdn Bhd (CTCG) is a wholly-owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation. ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both CTC and ITOCHU Corporation are listed on the Tokyo Stock Exchange, and have current market capitalisations of US$2.6 billion and US$18.6 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 40 years, starting from when it was CSA, then subsequently CSC and now as part of the CTC and Itochu Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers an extensive portfolio of systems integration solutions to enable businesses to operate more efficiently.

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