Service Desk L2 Support [24x5 Shifts] RM3800 -6 Mth Contract

Position title: Helpdesk Analyst 24/7 Shifts rotation (Ticketing System) Working schedule Monday to Friday (2 Days off Sat & Sun) Contract: 6 Months Contracts - Start Immediately Benefits: Hospitalization & PA Coverage Office: Cyberjaya, Selangor Salary: RM3800 plus allowances per day/ shift ITIL Framework Cert is an advantage This position provides an important role in technical and interpersonal support to end-users and their associated equipment and applications. Under the overall supervision of the Group Lead, Global Service Desk and reporting directly to the Helpdesk Officer, and in close coordination with other teams in the Information Management and Technology (IMT) Department, the incumbent is responsible for providing IT technical support to client's end user community ensuring that all IT issues and service requests specific to client's systems are fulfilled, addressed, and/or resolved within agreed resolution times. He/she will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This post provides an important role in technical and interpersonal support to client end-users and their associated equipment and applications. Functional knowledge & skills: • Experience in providing first and second level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment • Strong organizational skills, flexibility and capability of working under pressure • ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments highly desirable. The incumbent is expected to undertake the following duties and responsibilities: Recommend an appropriate course of action to resolve tickets or escalate accordingly Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented Act as first point of contact via phone/email/chat or walk-in support for end users, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team Provide technical support to user issues on products supported in a systematic and logical way. Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles Identify and flag gaps in existing Knowledge Base articles Contribute towards producing documentation and SOP documents Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the computing environment in accordance to relevant procedures in GSD Highlight and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme Other duties and responsibilities as assigned by supervisor Job Requirement: Candidate must possess at least a Diploma / Bachelor Degree of Computer Science/Information Technology or equivalent. Minimum of 5 years of relevant working experience in an IT environment including: providing end user support in a corporate environment Proven experience of Incident Management across Desktop technologies (Windows clients and Microsoft Office applications) and/or Business Applications (such as ERP systems) Excellent written and oral communications in English 3 Full-time contract position's available. Must possess own transport and willing to work at Cyberjaya, Selangor. Must be willing to work in shift pattern from Monday - Friday.