Analyst, Service Desk (Mid & Senior)

Fruit Pie





Regional Delivery Centre for Multinational Telecommunications Company

Must have skill(s) : 

Petaling Jaya, Malaysia

At least 2 year working experience in an outsourced Help / Service Desk environment with strong proficiency in troubleshooting and resolving hardware, software and network issues.

About the Client:

Our CLIENT is a premier Regional Delivery Centre (RDC) committed to bringing the best global communication solutions to global customers such as Australia & Singapore. They are talent-centric and drive customer experience through improved satisfaction and operational performance that covers ICT, project management, carrier services, and service provisioning to provide world-class and exceptional delivery.

What This Role Involves:

As Analyst, Service Desk, you be accountable for and actively contribute toward providing high quality customer service and level 1 technical support over the phone (technical and billing issues and service requests).

Monitor telephone queues & answer assigned calls & tickets, and provide resolution through investigation and diagnosis.

Diagnose, record and update records (via phone, email & web) accurately in the Enterprise Toolset.

Monitor Enterprise Toolset queues and update records within stated guidelines.

Comply to the Incident Management and Request Fulfilment Processes and assign records accurately to various resolver groups and/or vendors.

Liaise with internal and external resolver groups to satisfy customer queries.

Actively contribute content to the Knowledge Base and actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk.

What You Need:

Diploma/Degree in IT or relevant experience with at least 1 year working experience in an outsourced Help / Service Desk environment.

Proven experience in delivering exceptional customer service

Demonstrated experience in communication skills (e.g. assignments, presentations and reporting, etc.).

Practical experience in managing and delivering to Service Management disciplines (e.g. ITIL V3)

Strong proficiency in troubleshooting and resolving hardware, software and network issues.

Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and customers.

What's On Offer:

  •   Offered Salary


Up to RM 7,300

  •   Working hours

  •   Type             


40 hours spread over 5 days a week.


12 months contract (renewable based on performance)

  •   Work Location 


Petaling Jaya, Malaysia

  •   Offered Benefits


Health insurance coverages, Work-From-Home & more!

Ease of access: Central HQ location

To apply, send your latest updated resume to

or Click                             to deposit your resume.

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