L1.5 Service Desk Analyst (Immediate Joiner)

L1.5 Service Desk Analyst

Based at Plaza Sentral

Job Purpose Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.

Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit which may range from very straightforward problems through to more complicated issues.

Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.

Handled interaction within agreed customer Service Level Agreement (SLA)

Record and classify all customers queries.

Responds to and diagnoses complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.

Prioritize and resolve issues identified by customers and other teams in a timely manner.

Updates customer on Incident status/resolution in accordance with SLA.

Monitor the IT service process and workflow to ensure SLAs are met.

Provide accurate and creative solutions to service management to improve service delivery.

Liaise with internal and external resolver groups regarding queries by end user on incident status on daily basis.

Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).

Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales.

Meet all KPI set by operation management team.

Required candidate that can speak English