This job is no longer available. Continue your job search here.
Service Desk Command Centre Analyst
Kuala Lumpur
Job No. r00211652
Full-time
Job Description
Overview
The role responsible in providing 1st level support for all incidents triggered by an alert/event from the monitoring system. This includes verifying reported outages, providing correct diagnosis, and escalating the issue to the relevant teams for major incidents. Key measurements include the timeliness of resolving the assigned tickets as well as the quality of the solutions provided.
Job Responsibilities
- Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions related to issue.
- Fulfill the assigned change requests per established processes and documentation.
- Escalate unresolved issues to the next level of support personnel and ensure accuracy of the details provided.
- Follow-up and update customer status and information.
- Ensuring all calls are attended.
- Prepare daily report to management.
Qualifications
- Graduated with a Diploma/Bachelor’s Degree in Computer Science or IT-related field.
- Working knowledge of ITIL and its application within a Command Center environment.
- 2 to 3 years of experience in IT service and support operations. Has prior experience in providing remote support for other countries will be added advantage.
- Possess a working knowledge of Microsoft Windows XP/7/10, Microsoft Office, O365, Active Directory, Hardware & Software Troubleshooting.
- Basic to intermediate understanding of networking technologies involving LAN/WAN, firewall and proxy.
- Must be able to write, read and communicate fluently in Mandarin, Bahasa Malaysia & English
- Able to work on shift (8am to 8pm shift, 8pm to 8am shift) and public holidays to support end users based in other countries.
