Deskripsi Pekerjaan
Are you a dedicated IT professional seeking a challenging role in a fast-paced environment? QI Services (M) Sdn Bhd is looking for a highly skilled Service Desk Analyst to join our growing team. In this pivotal position, you will serve as the first line of defense for our employees, providing top-tier technical support and ensuring seamless business operations. We pride ourselves on our collaborative culture and our commitment to resolving technical challenges efficiently.
As a Service Desk Analyst, you will be responsible for managing a high volume of IT incidents, from routine hardware troubleshooting to complex software application support. You will utilize industry-standard ticketing systems to track and resolve issues, ensuring minimal downtime for our staff. We are looking for candidates who are not only technically proficient but also possess excellent communication skills to translate technical jargon into clear, actionable advice. If you are passionate about technology and customer satisfaction, we want to hear from you.
Tanggung Jawab
- Provide comprehensive technical support via phone, email, and remote desktop tools to end-users.
- Log, track, and manage all IT incidents and service requests within the ticketing system.
- Diagnose and resolve hardware, software, and network connectivity issues.
- Assist with the installation, configuration, and maintenance of essential business applications.
- Perform user account administration and password resets.
- Document solutions and maintain a robust knowledge base for future reference.
- Collaborate with senior IT staff to escalate and resolve complex technical problems.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 2-3 years of experience working in a Service Desk or Help Desk environment.
- Strong working knowledge of Windows operating systems and Microsoft Office Suite.
- Familiarity with ITIL best practices and ticketing systems (e.g., ServiceNow, JIRA).
- Excellent verbal and written communication skills with a focus on customer service.
- Ability to work independently and manage time effectively in a dynamic setting.
- Strong analytical and problem-solving abilities.