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    Senior Analyst, IT Helpdesk - Malaysia, Kuala Lumpur - Averis

    Averis
    Averis Malaysia, Kuala Lumpur

    2 weeks ago

    Default job background
    Full time
    Description

    AREAS OF RESPONSIBILITY:

    • Act as the frontline, single point of contact with user for desktops, common off-the-shelf desktop applications, infrastructure services (servers, e-mail, file systems, network), SAP Applications and other services).
    • Responsible for day to day interaction with users service delivery of SAP Applications and Operations.
    • Responsible for day to day interaction with users, service delivery of infrastructure support and operations.
    • Managing incidents and requests through ticketing system lifecycle until contact closure. Addressing incidents efficiently by gathering, logging all necessary information to resolve users indecent during the initial contact and applying their technical knowledge to resolve incidents.
    • Escalating incidents/problem that are not able to resolve.
    • Diagnose problems in several areas including desktop hardware, server services and operating system, network connectivity, databases, security access and applications.

    JOB REQUIREMENTS:

    • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
    • At least 2 year(s) of working experience in the related field is required for this position.
    • Familiar with ITIL process, IT Service Management ticketing/monitoring/knowledge tools and Service Desk related tools
    • Able to work independently as well as working together with other team members.
    • Able to Speak, Read, Write in Bahasa and English primarily.
    • Candidate must be able to speak Mandarin in order to support the clients.
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