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    Service Desk Analyst - Seremban, Malaysia - Nexperia

    Nexperia
    Nexperia Seremban, Malaysia

    Found in: Talent MY C2 - 1 day ago

    Nexperia background
    Full time
    Description

    Join Nexperia and connect your unique talents and passion to your goals for a fulfilling career with growth and reward. We are a global semiconductor manufacturer with a highly skilled and diverse workforce of over 15,000 employees from over 50 countries worldwide. Every electronic design in the world can be made complete with Nexperia products.

    To meet the customer's evolving needs, our engineers are dedicated to developing cutting-edge semiconductor solution via advanced design tools and methodologies to create innovative products that deliver high performance, reliability, efficiency and quality.

    Nevertheless, we are also committed to provide a positive and supportive environment for our employees. We offer competitive compensation packages, health and wellness programs, on-the-job training, and career development opportunities. As well as promotes work-life balance by offering flexible work arrangements and various employee engagement initiatives.

    Together be part of something bigger, only at Nexperia

    About the role

    A Service Desk Analyst is an IT professional responsible for providing technical support and assistance to end-users or customers in an organization. They troubleshoot and resolve IT issues, manage, and document support tickets, offer remote assistance, provide basic user training, maintain a knowledge base of common problems and solutions, escalate complex issues to higher-level IT teams, monitor systems for potential problems, and excel in communication and customer service. Their role is pivotal in ensuring a smooth IT environment, preventing disruptions, and delivering a positive user experience.

    What you will do

  • Support all channels of engagement - phone, chat, self-serve, email
  • Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data, and information about the related Configuration Item (CI). Assists in the investigation of problems and other requests for support. Monitors progress of requests for support and keeps users abreast accordingly for support
  • Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. Includes making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintains/ update incidents records throughout the incident life cycle
  • Monitors application systems or modules for which the Service Desk are responsible for. Notes problems and identifies performance trends with assistance from more senior colleagues where necessary. Assists in taking the corrective action to improve performance and to avoid recurrence of the same problems
  • Responds to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintains accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls as appropriate in accordance with established escalation procedures. Maintains related logs and advises users of actions taken
  • Provides advice to users on systems, products, and services that are available to them and provides information on updates, known errors, changes in availability, and new facilities to assist users in making more effective use of desk-top systems, products, and services
  • Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner
  • Deliver service against quality assurance measures providing accurate and consistent service delivery
  • Support the development and maintenance of the service desk support tools, to meet Customer and IT Services needs
  • Support both positive and negative customer satisfaction results, providing our customers with a timely response
  • Be part of a global team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented processes and procedures.

    • What you will need

  • Degree in computer science, information technology, or a related field of study, or equivalent experience.
  • Minimum 3 years of experience in Service desk/ IT support role.
  • Ability to organize and prioritize your work in an effective manner.
  • Ability to work under pressure, and work well in a team.
  • Methodical and disciplined approach to work
  • Excellent Customer Service experience and focus
  • Active listening, includes being alert and showing interest in what the customer's request.
  • Speak in terms that a customer can understand and view things from the customer's perspective.
  • Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks.
  • Work systematically and adhere to stated operating policies and procedures.
  • Languages to be supported must be fluent in both English plus one of the following: 1.Mandarin2.Cantonese 3.Malay

    • The core language within the office and organization is English, but local language skills are a must for this position.

    This is your department and colleagues:

    -Team runs on 24*7 operations - 8hr x 5days with good number of rest days.

    Why work for us?

    At Nexperia, we offer comprehensive compensation and benefits package tailored to your individual needs, including:

  • Competitive compensation and benefits: we offer competitive salaries, bonuses, and benefits packages to our employees, including health insurance, retirement plans, and paid time off.
  • Career development opportunities: We provide various career development opportunities, including training programs, mentoring, and leadership development programs, to help employees enhance their skills and advance their careers.
  • Work-life balance: We recognizes the importance of work-life balance and offers flexible work arrangements, including work-from-home options, to its employees in Malaysia.
  • Employee engagement initiatives: We have various employee engagement initiatives, such as team-building activities, social events, and employee recognition programs, to promote a positive work culture and enhance employee morale.
  • Health and wellness programs: We promote employee health and wellness through various on-site programs to help employees maintain a healthy work-life balance from the perspective of physical and mentality.

    • Talent acquisition based on Nexperia vacancies is not appreciated. Nexperia job adverts are Nexperia copyright material and the word Nexperia is a registered trademark.

    Nexperia is an Equal Opportunity/Affirmative Action Employer.

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