IT Service Desk Analyst – Penang, Malaysia

Axiom Technologies is an Global based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

IT Skills and Experience

• Handle calls, chats and emails for L1 Support\Triage without any deviation in
  SLA
• Ensure to read all the emails from the management and react/respond based on
  the urgency
• Escalate to Leads/Manager for help when required
• Create ticket for every interaction with user, if there is no already existing ticket
• Each ticket cancelled has got approval (NOT cancelling the ticket and then taking
  approval)
• Assign out of scope tickets to other resolver groups appropriately
• Responsible for Service ticket creation/ resolution/ assignment/ categorization/
• prioritization/ escalation/ tracking/ closure and feedback as per defined SLAs and
  KPIs
• Managing phone calls received from the client by applying the specific rules and
• rovisions communicated at the process level
• All the tickets owned are followed up daily through Skype, call and email.
• Update the tickets with appropriate notes
• Solving technical problems/incidents reported at the process level by following
  the specific steps and by being compliant with all the communicated parameters
  and specifications
   
  Incident Management
• Preparing the MIS incidents in accordance with internal requirements
• Redistributing the tickets that have not been resolved (when applicable)
• Routing / tracking the tickets allocated in the system or other PRGs
• Proactive actions in order to effectively manage the Service Now Queue
  Management
   
  
  Public
  Problem Management
• Identifying the general tendencies at the call/ticket level and communicating the
  results to the supervisor in order to manage better the activity at the project level
• Creating additional tickets for simpler issues and connecting them to the parent
  tickets (which describe the general issue)
• Monitoring the case resolution and updating information
• Contacting the customer in order to confirm the encountered issues (where
  applicable
• Adherence to the quality standards communicated at the process level
   
  Critical Skills
• Knowledge of ITIL Service Delivery (Incident, Problem and Change Management
  procedure)
• Troubleshooting skills and experience in solving UAM, PWD resetting and
  messaging
• Troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)
• Synthesis capacity
• Willingness to work an 8h shift between 7:00 – 19:00 (summer) or 6:00 – 18:00
  (winter)
• Troubleshooting skills for VPN connectivity, calling, wireless routers
• Knowledge of the register with active addresses, domain controllers, etc.
• Exposure to password reset tools
• Preferably knowledge of Laptop/Desktop/iPad/iPhone & Android devices;
• Troubleshooting skills for VPN connectivity, dial-out, wireless routers, Windows
  issues;
• Troubleshooting experience using remote control tools
• Previous experience of IT support in a Corporate environment and/or other high
  customer sensitivity functions is a plus.
• 3+ years of relevant experience

What next? 

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.my@axiomtechnologies.com