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IT Service Desk Analyst
Image Icon Malaysia · Penang
Category IT & Security

Responsibilities and Accountabilities

  • Record, categorize, prioritize and assign incidents and requests into the Service Desk Tool according to existing internal IT processes and Service Level Objectives.
  • Analyse and troubleshoot all calls to the Helpdesk.
  • Assign calls to the appropriate IT teams if the incident or request cannot be completed by the Helpdesk.
  • Complete IT Administration tasks as directed by the IT Service Desk Manager.
  • Develop, contribute and maintain Service Desk documentation.
  • Ensure SLA compliance and closure of maximum tickets at L1 level.
  • Perform IT administration functions including user, group and data administration.

Education and Specific Training

  • SPM
  • Diploma in relevant field
  • Bachelor’s degree in relevant field

Work Experience

  • Minimum of 1-2-year Tech Support experience; Relevant tertiary and/or professional qualifications or equivalent experience in an IT Service Desk environment.

Required Skills

  • Usage of MS Office 2010, O365
  • Use of CCMS or any equivalent system
  • Tools knowledge:
    • Active Directory
    • Exchange Management Console
    • Citrix
    • Remote Desktop Software
    • Avaya Call Manager
    • Service Desk Ticketing System
  • Typing speed : 40 wpm
  • Language level : As per support queue

Competencies and Specific Skills

  • Interpersonal skills
  • Communication skills
  • Problem solving
  • Analytical Ability
  • Adaptability
  • Customer orientation
  • Flexibility
  • Stress tolerance
  • Team building /teamwork
  • KPI knowledge and understanding
  • Transaction monitoring

Teleperformance Malaysia embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, gender or disability.