Help Desk & IT Support (Information & Communication Technology)
Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty Gritty
We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, making us one of Australasia's largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds.
Role Overview and Objectives
The Service Desk Analyst is responsible for ensuring all Incidents or Requests are updated in a timely manner.
The core objectives and responsibilities of the Service Desk Analyst include:
Ensure the best service for every request
Adhere to the prescribed processes and procedures
Manage self-performance and support the team
Responsibilities
TheService Desk Analystis responsible for:
End User Satisfaction
Maintain professionalism in all customer interactions, including escalations
Address every request with an appropriate response (resolve or re-assign)
Manage customer-related incidents ensuring a speedy resolution within the SLAs
Assist Field Technicians and NT Engineers in troubleshooting and resolution of problems
Assist in the Administration of Network Infrastructure
Process Compliance
Follow guidelines/script and ensure every customer interaction is quality-compliant
Log all requests and update the database as per the guidelines
Maintain the security of the network
Self-development & leadership
Keep manager updated on potential risks and performance deficiencies proactively
Regularly update product knowledge and technical skills using available resources
Incorporate Datacom values into team interactions
RequirementsKnowledge of Network Hardware including Routers, Hubs, and Switches
Able to recreate and administer network infrastructure
Proactive in ticket management
Results-oriented
Prior experience in customer telephone support or service desk
Experience in LAN topology and infrastructure
Ability to work in a constantly changing environment
SkillsTools usage
Active Directory Experience
Knowledge management center
TS and problem resolution
Written and spoken English
35 WPM
Customer Service
Empathy
TS and problem resolution over the phone
Our office is located in Kuala Lumpur, Malaysia, and we have a hybrid work setup (Twice a week).
We also provide exciting perks such as Spotter Bonus, Medical Insurance, Leave credits, Performance bonuses, and a work-life balance environment.
How do your skills match this job?Your application will include the following questions:
What's your expected monthly basic salary?
How many years' experience do you have as a service desk analyst?
How would you rate your English language skills?
How many years' experience do you have as an Active Directory Specialist?#J-18808-Ljbffr