- Jalan Sultan Mizan Zainal Abidin, Kompleks Kerajaan Kuala Lumpur Federal Territory Malaysia
Devloit Hiring! Full Time Help Desk Analyst in Federal Territory - Ricebowl
Working Location
Job Description
Responsibilities
- Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
- Accept and respond to all IT related incidents and requests.
- Ensure that the classification of the incidents and requests are accurate and track until resolution/fulfilment in the system.
- Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
- End user will be informed of the estimated time whereby his/her ticket will be attended to.
- Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.
- Able to respond to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
- Prioritize and resolve issues identified by customers and other teams in a timely manner.
- Able to work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
- Updates customer on ticket status/resolution in accordance with Priority metrics.
- Ensure that incidents and requests are dealt with accordance to customer and priority needs.
- Escalate tickets as required.
- Abide by the IT service processes; procedures and work instructions set by the company including Code of Conduct and Core Values.
- Actively participates in team goals and objectives as per Service Desk KPI metrics & Ensuring the Service Desk KPI metrics are met.
- Required to perform Over Time duties when needed.
- Able to work on shift, weekend, and public holidays.
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