We are seeking a highly skilled and customer-oriented IT Service Desk Analyst to join our dynamic IT team. As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to end users, troubleshooting IT-related issues, and ensuring prompt resolution of problems. Your primary goal will be to deliver exceptional customer service, maintain high user satisfaction, and contribute to the overall efficiency of our IT operations.

Responsibilities:

• Serve as the first point of contact for end users seeking technical assistance via phone, email, IM, or in-person interactions.
• Work on a rotational shift basis (every 2 weeks) covering both the KL and US offices.
• Provide timely and accurate technical support, troubleshooting, and problem resolution for hardware, software, network, and system issues.
• Respond to user inquiries, diagnose problems, and guide users through step-by-step solutions in a clear and concise manner.
• Escalate complex issues to appropriate IT personnel and collaborate with other teams to ensure timely resolution.
• Document, track, and monitor user incidents and requests using a ticketing system, ensuring accurate and detailed records of all interactions and solutions.
• Maintain a high level of customer satisfaction through professional and courteous communication, delivering personalized service, and ensuring follow-up on resolved issues.
• Conduct user training and provide guidance on the effective use of hardware, software, and other technology tools.
• Collaborate with IT team members to identify recurring issues and contribute to the development of knowledge base articles and standard operating procedures.
• Stay up to date with technological advancements, industry trends, and best practices related to IT service desk support.
• Contribute to the continuous improvement of IT service desk processes, workflows, and service delivery, suggesting ideas for enhancing user experience and increasing operational efficiency.

Qualifications:

• Excellent communication skills (English - written and spoken) are a must.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Proven experience working in an IT service desk or help desk environment.
• Strong technical knowledge of computer hardware, operating systems, software applications, networks, and troubleshooting methodologies.
• Proficient in supporting macOS, Microsoft Windows, and common business applications.
• Familiarity with troubleshooting office network issues.
• Familiarity with IT service management (ITSM) principles and best practices.
• Excellent problem-solving skills with the ability to analyze and resolve technical issues efficiently.
• Outstanding customer service skills and a dedication to delivering high-quality support.
• Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.

It’s a plus if you have:

• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional (MCP).
• Experience with Jira Service Management.
• Experience with Confluence for documentation and knowledge base.
• Extensive experience with macOS devices management and troubleshooting.
• Experience with JumpCloud, Slack, and Google Workspace.
• Familiarity with Github operations.