Job Role:
Level 1 Analyst – Subject Matter Expert (Service Desk Operations)
Job Purpose
- The Service Desk L1 SME acts as a senior member within the Level 1 support team, providing advanced troubleshooting support, process guidance, and operational oversight. This role ensures high-quality incident resolution, adherence to ITIL processes, and continuous improvement in service delivery.
- Handle complex L1 incidents and service requests beyond standard agent capability
- Act as the first escalation point for L1 analysts
- Ensure SLA compliance for incidents, requests, and communications
- Monitor ticket queues and drive timely resolution
- Answers calls within agreed customer SLA's when required
- Provides accurate and creative solutions to complex client problems meeting all pre-defined quality measurements
- Analyses and interprets complex client inquiries to ascertain and solve them
- Co-ordinates between clients and vendors to ensure timely resolution of problems
- Provides training to Level 1 Analyst on process and technical knowledge.
- Support knowledge management by creating and maintaining KB articles
- Analyse performance information e.g. call and fault statistics
- Coach and guide L1 analysts to improve technical and customer handling skills
- Support onboarding and training of new team members
- Act as a backup for Team Lead during peak hours or absence
- Liaises internally and externally to enable client queries to be answered and problems solved
Knowledge and Experience
- At least Diploma/ degree holder qualified with a relevant technical qualification and 12
- months work experience in a technical Service Desk environment.
Required language:
English
Other language is an added advantage.
Min Experiences:
- At least 1 year of working experience in the related field is required for this position.
- Preferably in technical Service Desk or equivalent.
Expertise in the following:
- Strong understanding of ITIL processes (Incident, Request, Problem, Change)
- Excellent troubleshooting skills in Windows, O365, network basics, and common enterprise tools
- Strong communication and customer service skills
- Analytical mindset with attention to detail
- Ability to handle high-pressure situations and prioritize effectively
- Good interpersonal skills and customer interface skills - both on the phone, email, web chat and in person with customers and colleagues.
Work Location :
- Applicants must be willing to work from office in Kuala Lumpur.
- Must be willing to work in 24/7 shift environment
- Must be willing to support multiple account
