Deskripsi Pekerjaan
Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? PERSOL is seeking a dedicated Service Desk Analyst to join our professional IT support team based in Tai Seng. This role is perfect for motivated individuals looking to kickstart or advance their career in the Information & Communication Technology sector within a supportive and dynamic environment.
As a Service Desk Analyst, you will act as the first point of contact for internal and external users, providing technical assistance, troubleshooting hardware and software issues, and ensuring seamless IT operations. You will play a crucial role in maintaining high service levels and user satisfaction by resolving tickets efficiently and escalating complex issues to the appropriate engineering teams.
We are looking for someone who thrives in a fast-paced environment and possesses strong communication skills to bridge the gap between technical requirements and user needs. If you are organized, reliable, and eager to learn in an IT service environment, we want to hear from you!
Tanggung Jawab
- Serve as the primary point of contact for end-users via phone, email, and ticketing systems.
- Diagnose and resolve technical issues related to hardware, software, network connectivity, and peripheral devices.
- Document all support interactions, troubleshooting steps, and resolutions accurately in the ITSM tool.
- Provide timely follow-ups to users to ensure issue resolution and service level agreement (SLA) compliance.
- Assist with basic system administration tasks, including password resets, account provisioning, and access management.
- Escalate unresolved complex technical issues to Tier 2 or Tier 3 support teams with detailed documentation.
- Support the deployment of new software and hardware assets to end-users.
- Maintain a professional demeanor while delivering high-quality customer service in a high-volume environment.
Kualifikasi
- Diploma or NITEC in Information Technology, Computer Science, or a related field.
- Minimum 1-2 years of experience in an IT Service Desk or Customer Service-oriented technical role.
- Strong problem-solving skills with a logical approach to troubleshooting.
- Proficiency in Microsoft Windows environment and common office applications (e.g., Office 365).
- Excellent verbal and written communication skills in English.
- Ability to work independently and as part of a collaborative team in a fast-paced office environment.
- Familiarity with ITSM ticketing tools (e.g., ServiceNow, Jira, or Zendesk) is a significant advantage.
- Customer-first mindset with the ability to manage stressful situations with patience and empathy.