Global IT Service Desk Analyst - Kuala Lumpur, Malaysia - CGI

Description

Position Description:

The Global IT Service Desk Analyst position requires an enthusiastic, dependable, and reliable individual who has previous Helpdesk experience (3 year min.). Customer focused, the successful individual must be polite, approachable, and able to keep calm under pressure in addition to being willing to learn new technology skills. The ideal candidate must be flexible, with a positive, can-do, make-it-happen attitude. The candidate must also work well within a geographically dispersed team.

This role will support users and systems, primarily focused on supporting both within the US although representing the Global Support Desk. This is a 24/7/ service provision and the candidate is expected to work on-call standby (rotational basis) and/or shift.

This opening will be a 1-year contract with an option for extension of contract period or conversion to permanent position at the discretion of the company.

Your future duties and responsibilities:

•Verify that issues are resolved in accordance with SLAs

•Monitor the helpdesk queue and work on open tickets

•Answer the help desk support line

•Configure laptops for deployment

•Install application on laptops locally and remotely

•Monitoring servers, cloud resources, backups, patching, and network infrastructure to minimize downtime and maximize performance

•Support helpdesk documentation platform and verify that information stays current

•Provide Helpdesk support across regions to provide consistent outcomes

•Assist with internal and external audits and compliance activities

•Communicating and problem-solving daily with teammates, clients, vendors, and other stakeholders

Required qualifications to be successful in this role:

•Windows OS (desktop and server)

•Active Directory (on premise and Azure)

•Microsoft/Office Admin experience

•Laptop configuration and support experience

•Experience working with a ticketing system

•Good verbal and written communication skills

Pluses:

•Experience with monitoring platforms (PRTG, Netflow, Nagios, etc)

•Experienced with Fresh Service help desk ticketing system

•VOIP/UCaaS support experience

•Good command of Bahasa Malaysia and Mandarin will be an added advantage

Experience & Education

•Bachelor's degree in computer science or related field or equivalent technical or professional experience related to the design, installation, and maintenance of local and/or cloud infrastructure

•Minimum three years' experience as a full-time Helpdesk analyst

Skills: