Service Desk Analyst

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  • Published date: August 27, 2017
    • Cyberjaya, Selangor, Malaysia

Provide 1st level hardware and software troubleshooting assistance over the phone or remotely
Log service tickets into the SITI’s Call Management System. If not resolved, escalate service ticket to appropriate support groups.

Field incoming incidents from end users via all contact channels in a courteous
Build rapport and elicit incident details from service desk customers.
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriate resolver groups. Adhere to the
resolver group escalation process by collecting the required information and make sure it is updated on the ticket properly
before the ticket is escalated.
Maintain ownership on incidents and ensure that they are resolved within the SLA timeframe
Record, track, and document the service desk incident solving process, including all successful and unsuccessful
decisions made, and actions taken, through to final resolution.
Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in incident resolution.
Test fixes to ensure incidents have been adequately resolved.
Achieve Consistent Service & Operational Excellence - (Reduce outbound calls, Increase FCR by fixing issues in the first call)
Meet/Exceed the expectations on FCR, KT Usage, Quality Audits
Delivering the best customer experience by adhering to Service Desk policies and procedures.
Adhere and actively participate in service improvement plan.
Exercise hygiene metrics and compliance through call opening, call logging, ownership and escalation (Schedule
Adherence, Absenteeism, Aux discipline)
Identify and learn appropriate software and hardware used and supported by the organization.
100% participation in implementation of technology and new service offerings by accounts.
Actively participate in regular 1x1 with manager; team meetings and huddles, brown bag sessions
Take part in team events and support team actively
Ensure all individual and team required training (compliance, ITIL, etc.) is completed by assigned deadline Knowledge /
information sharing with new members of team (Contributing to KT Knowledgebase)

Job details

Hire someone
Nityo Infotech
RM 3000 - RM 4000



Able to work 12hrs Shift include weekends , working odd hours - flexible with schedule & willing to work when required.
Able to work during festive season
At least 1 year experience in Contact Centre
Have good communication skills, can speak fluently and clear tone
Good command of English (both Spoken & Written)
Is able to handle basic IT troubleshooting , example IE and Printer
Good attendance & Punctuality
Team Oriented & Team player.


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