Service Desk Analyst


  • Recording user information, verify and update in the helpdesk system
  • Performing 1st level problem troubleshooting via phone
  • Documenting problems – log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
  • Prioritize problems – assigning problems to the proper category in the helpdesk system
  • Routing/escalating calls to appropriate level 2 resolving group as per defined escalation process
  • Monitor, update and close calls
  • Experience in Call System HP Service module
  • Experience in First Level support Wintel desktop MS Office and Outlook


  • Candidate to possess at least a Diploma or Bachelor’s Degree in Computer Science/Information Technology or equivalent
  • Working knowledge in Window Operating Systems, Mcafee, PC hardware
  • Good interpersonal, communications and written skills; professional e-mail and telephone conduct. Fluent in English, both written and spoken
  • Ability to work under pressure and be highly pro-active in prioritizing issues and tasks
  • Ability to work across organizational boundaries in a professional manner
  • Attendance adherence is essential for this role
  • Applicants must be willing to work in Cyberjaya or Petaling Jaya
  • Applicants should be Malaysian citizens
  • 1 year contract position
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