Role Responsibilities

The Service Desk Analyst is responsible for:

1.     End User Satisfaction

  • Maintain professionalism in all customer interactions, including escalations
  • Address every request with an appropriate response (resolve or re-assign)
  • To manage customer related incidents ensuring a speedy resolution within the SLAs
  • To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems
  • To Assist in the Administration of Network infrastructure

2.     Process Compliance

  • Follow guidelines / script and ensure every customer interaction is quality compliant
  • Log all requests and update database as per the guidelines
  • Maintain security of the network

3.     Self-development & leadership

  • Keep manager updated of potential risks and performance deficiencies proactively
  • Regularly updates product knowledge and technical skills using available resources
  • Incorporate Datacom values into team interactions

Key Working Relationships

The Service Desk Analyst will build relationships with the following:

  • All Datacom employees
  • All Service Desk KL external clients & external vendors

Knowledge, Skills, and Work Experience

  • Windows Operating system and Windows Desktop application
  • Knowledge of Network Hardware including Routers, Hubs and Switches (Desirable)
  • Excellent written and spoken English
  • Type at least 35 wpm
  • Customer Service
  • Empathy
  • Troubleshooting and problem resolution over the phone
  • Able to recreate and administer network infrastructure (Desirable)
  • Proactive in ticket management (Desirable)
  • Conflict resolution (Desirable)
  • Results oriented (Desirable)
  • Prior experience in customer telephone support or service desk  
  • Experience in LAN topology and infrastructure
  • Working in a constantly changing environment
  • Previous experience as a Technical Helpdesk Support (minimum 1 year) (Desirable)

Qualifications and Certifications

  • MCP Certification and/or ITIL Foundation Certification (Desirable)

If you are interested in this opportunity, please apply online today.

Apply Now