Service Desk Analyst

Responsibilities:

• Provide application support and technical assistance to users on all BAU matters including but not limited to software/app installation, configuration and troubleshooting
• Maintain and monitor internet connectivity on performance related issues.
• Diagnose and repair any IT related faults that includes IT incidents with close follow up until ticket closure within SLA.
• Create user accounts for new joiners, conduct IT onboarding, termination for leavers, support on password reset and unlocking of user accounts.
• Maintain and update asset inventory listing.
• Handle tech refresher for computer assets.
• Liaise with vendors related to IT assets.
• Collaborate with IT Systems, IT Network and other teams to perform testing and support the roll out of new project implementation or deployment.
• Involve in office build projects that include office expansion and relocation tasks.
• Provide timely and progressive update to users on incident/request
• Update new contents into company’s collaborative platform for documentation and knowledge sharing within company.

Requirements:

• Diploma/Bachelor’s degree in any IT/related field OR equivalent experience.
• Experience with Mac OS and Windows support, including installation, configuration, and troubleshooting.
• Skills in repairing Apple hardware.
• Familiarity with JumpCloud, G Suite, Workato, RemedyForce, and Zoom.
• Experience troubleshooting hardware and peripherals.
• Knowledge of networking, including connectivity and latency checks.
• Familiarity with cloud technologies, specifically AWS and Azure.
• Work Location: First Avenue, Petaling Jaya, Malaysia
• Working Hours: Business hours (9:00am to 6:00pm OR 10:00am to 7:00pm)