Information Technology Service Desk

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Job Opening: IT Service Desk

Location: Kuala Lumpur (Rotational Shift)

Employment Type: Fulltime

  • Key Responsibilities of Service Desk Analyst: ·
  • Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
  • · Prioritize and resolve issues identified by customers and other teams in a timely manner. · Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
  • · Updates customer on ticket status/resolution in accordance with Priority metrics.
  • · Ensure that incidents and requests are dealt with accordance to customer and priority needs. · Escalate tickets as required.
  • · Abide by the IT service processes, procedures and work instructions set by the company including Code of Conduct and Core Values.
  • · Actively participates in team goals and objectives as per Service Desk KPI metrics.
  • · Ensuring the Service Desk KPI metrics are met. § Average Speed of Answer (ASA) = not more than 60 seconds § Customer Satisfaction (CSAT) = not less than 97% § Time To Resolve (TTR) = 0.9 day § Daily average interaction = 29 of tickets interaction § Email backlogs = * not more than 72 hours · Actively participates in projects, as assigned.
  • · Required to perform Over Time duties when needed.
  • · Required to work on shift, weekend, and public holidays.
How to Apply Send your resume to rashika@devloit.com
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