Service Desk Analyst – Level 1, Level 2

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Serve as the primary point of contact for external B2B clients.

• Oversee, prioritize, and resolve incidents and service requests submitted through Jira Service Management.

• Ensure that tickets comply with established SLAs and handle escalations based on contractual obligations.

• Deliver first-level technical assistance for software, hardware, network, and access management challenges.

• Resolve issues related to password resets, installations, login difficulties, and general system errors.

• Supervise and manage tickets across Jira platforms as well as third-party vendor ticketing systems.

• Escalate unresolved critical incidents categorized as P1/P2 or business-critical with comprehensive documentation.

• Process requests involving software access, hardware provisioning, and account creation.

• Work collaboratively with internal teams and third-party vendors.

• Monitor business systems and services for any disruptions or performance declines.

• Facilitate incident communication via WhatsApp, Slack, Microsoft Teams, and email.

• Track Root Cause Analysis tickets and liaise with responsible teams for follow-up.

• Maintain timely communication with users regarding ticket updates, timelines, and resolutions.

• Offer guidance on tools, Standard Operating Procedures (SOPs), and IT best practices.

• Keep documentation on recurring issues and their resolution processes.

• Contribute to ticketing, performance, and periodic operational reporting.

• Develop knowledge base articles and FAQs.

• Identify trends in the service desk and suggest process enhancements.

• Collaborate with ITOps, Development, and Product teams on complex issues.

• Stay updated on technologies, system updates, and industry best practices.

• Assist in implementing improvements to enhance service desk efficiency and user satisfaction.

⛳️ Requirements

• Demonstrated experience in a B2B IT Service Desk or customer support capacity.

• Experience with Jira Service Management or a similar ITSM tool.

• Knowledge of ITIL/ITSM best practices, particularly in B2B settings.

• At least 2 years of proven experience in a service desk or technical support role.

• Strong familiarity with service desk ticketing systems.

• Comprehensive understanding of common IT software, hardware, networking, and operating systems, including Windows and macOS.

• Exceptional written and verbal communication abilities.

• Capacity to engage with both technical and non-technical users.

• Skill in prioritizing and managing multiple service requests and technical issues while ensuring SLAs are fulfilled.

• Strong analytical and problem-solving capabilities, along with keen attention to detail.

• Previous experience in a customer-facing role within a B2B technology context.

• Familiarity with service reporting, SLAs, and supporting various customer organizations.

• Experience with Jira, ServiceNow, or comparable service management platforms.

• Basic knowledge of networking, operating systems, and IT infrastructure.

• ITIL v3 or v4 certification or practical knowledge of ITIL principles is preferred.

• Prior experience in a dynamic service desk or IT support environment is preferred.

🏝️ Benefits

• Performance-based bonuses.

• Flexible working arrangements, including remote and hybrid models.

• Comprehensive health insurance coverage.

• Wellness initiatives and resources for physical and mental well-being.

• Access to training programs.

• Mentorship opportunities.

• Clearly defined career development paths.

• A diverse, inclusive, and team-oriented work environment.

• Regular team events and social activities.

• Competitive compensation.

• Medical insurance.

• Structured learning, development, and career advancement opportunities.