Senior Service Desk Analyst, G6 - Global Service Desk
Location: Cyberjaya
Contract Duration: 1 Year
Shift: Rotational basis (Morning/Afternoon/Graveyard)
Job Responsibilities:
Under the overall supervision of the Group Lead, Global Service Desk, and reporting directly to the Helpdesk Officer, the Senior Service Desk Analyst is responsible for providing IT technical support to the end-user community, ensuring all IT issues and service requests specific to our systems are fulfilled, addressed, and/or resolved within agreed resolution times. The incumbent will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This role provides vital technical and interpersonal support to end-users and their associated equipment and applications.
Key Duties and Responsibilities:
- Provide optimized end-user IT technical support ensuring complex issues and service requests are addressed within agreed resolution times.
- Identify operational gaps and contribute to establish processes and document SOPs to ensure operational excellence in IT Service Management.
- Serve as a subject matter expert, leading and mentoring junior service desk staff and working to resolve complex technical issues.
- Assist in delivering technical support and addressing end-user inquiries for the Business Management System (BMS) via phone/email/chat or walk-ins.
- Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
- Act as the first point of contact via phone/email/chat or walk-in support for end-users, documenting each contact including troubleshooting/action taken in the appropriate system.
- Set ticket impact, urgency, and prioritize tickets, managing user perception and expectation regarding turnaround and response time.
- Ensure all tickets are followed up and actioned within the stipulated timeframe to avoid backlog.
- Provide technical support to user issues on products supported in a systematic and logical way.
- Proactively seek new solutions and knowledge to increase team efficiency and effectiveness, contributing to new Knowledge Base articles.
- Contribute towards producing documentation and SOP documents.
- Provide input and feedback to relevant service owners and IMT teams regarding the performance and enhancement of the computing environment.
- Highlight and follow-up on recurring issues to trigger Major Incident or Problem Management processes.
- Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
- Train, coach, and evaluate new staff on ITIL, ITSM, and Quality Assurance processes.
- Engage with IT teams and conduct regular review meetings on the status of tickets assigned from the Service Desk.
- Conduct monthly report review meetings with the team, ensuring minutes and action items are captured.
- Act as a subject matter expert in delegated areas related to systems and processes.
- Review, update, or decommission Knowledge Base articles where gaps or issues are identified.
- Provide input on specialized training needs and participate in the development of the training plan.
- Perform other duties and responsibilities as assigned by the supervisor.
Job Requirements:
- Minimum 8 years of relevant working experience including providing end-user support in a corporate environment with completion of secondary school, or 5-6 years of relevant working experience with a relevant first-level/advanced level university degree.
- Advanced knowledge of Incident Management across Desktop Technologies (Windows Clients and Microsoft Office Applications such as ERP systems).
- Strong knowledge in troubleshooting and supporting Office 365 products & services, mobile devices (Android and iOS), network connectivity (wired and wireless), service desk systems, incident and problem handling and escalation.
- Advanced knowledge of ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks.
- Strong organizational skills, flexibility, and capability of working under pressure with excellent phone etiquette and phone handling skills/techniques.
- Solid experience in providing advanced-level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment.
- Training in IT end-user support and global shared services/call center environments highly desirable.
