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, ensuring timely, professional, and effective communication.

• Oversee, prioritize, and address incidents and service requests submitted through Jira Service Management (JSM).

• Guarantee that all tickets adhere to defined SLAs, managing escalations in line with contractual obligations.

• Collaborate with cross-functional teams to provide consistent, high-quality service to various business clients.

• Deliver first-line technical support to users regarding IT issues related to software, hardware, networks, and access management.

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

• Monitor and manage tickets across multiple Jira platforms and third-party vendor ticketing systems.

• Ensure service levels are met by monitoring and managing resolutions within the SLA timeframe.

• Escalate unresolved or critical issues to the appropriate support teams with comprehensive documentation.

• Keep accurate and clear records of issue descriptions, actions taken, and resolutions achieved.

• Identify and escalate high-priority incidents (P1/P2) and critical business disruptions based on their impact and volume.

• Process and manage user requests, including software access, hardware provisioning, and account creation.

• Work alongside internal teams and third-party vendors to efficiently fulfill service requests and resolve incidents.

• Ensure tickets are prioritized correctly based on business impact and urgency.

• Regularly assess and contribute to the Knowledge Base for ongoing improvement and user self-service.

• Proactively monitor key business systems and services to detect disruptions or performance issues.

• Promptly escalate P1/P2 or business-critical incidents to Incident Managers and relevant stakeholders.

• Maintain timely and professional communication with users about ticket updates, expected timelines, and resolutions.

• Collect comprehensive information from users to enhance first-contact resolution rates.

• Keep documentation current regarding recurring issues and their resolution processes.

• Collaborate with ITOps, Development, and Product teams to tackle complex or cross-functional problems.

⛳️ Requirements

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

• Proficient in using Jira Service Management or a similar ITSM tool.

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

• Exceptional interpersonal and written communication abilities, with experience in supporting external business clients.

• At least 2 years of proven experience in a service desk or technical support position, providing user assistance and troubleshooting IT issues.

• Strong familiarity with service desk ticketing systems.

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

• Excellent communication skills (both written and verbal), capable of engaging with both technical and non-technical users.

• Ability to prioritize and manage multiple service requests and technical issues simultaneously while ensuring SLAs are fulfilled.

• Strong problem-solving abilities and attention to detail when diagnosing and resolving technical challenges.

🏝️ Benefits

• Competitive Compensation & Performance Incentives

• Flexible Working Options

• Health & Well-being Support

• Career Advancement & Development Programs

• Team-Oriented & Inclusive Workplace