Support Analyst (Service Desk)

The Role

Join our ambitious team at SEEK as a Support Analyst in Kuala Lumpur, Malaysia. You'll be part of a world-class ServiceDesk team that follows ITIL-aligned procedures, ensuring flawless IT service delivery across our APAC offices.

Key Responsibilities

• Work as part of Service Desk team to handle enquiries, incidents, and requests from internal employees via phone, email, and self-service catalogs.
• Log all tickets in our ticketing tool and strive to provide a first-time fix resolution whenever possible.
• Manage queues effectively, prioritizing, updating, escalating, and resolving incidents and service requests to ensure customer happiness and adherence to our Service Level Agreement.
• Advance tickets to Level 2 and Level 3 resolver groups when vital, ensuring appropriate advancement based on impact and urgency.
• Document fixes and processes in the knowledge base and conduct knowledge-sharing sessions with colleagues.
• Lead small projects or represent the Service Desk in larger projects, ensuring continuous support to users post-rollout.
• Support various software and applications, including Microsoft Windows 10 & 11, Microsoft Outlook & O365 apps, Microsoft Office, Mac/iPhone, ServiceNow (crucial), Zoom, Confluence & Jira, Miro, Trello, Slack, SharePoint & File Server.

Skills, Experience and Expertise

• A Degree in IT or equivalent experience, or a Diploma in IT with at least 5 years of working experience in an established Service Desk is required.
• ITIL V3 certified (preferably ITIL V4 foundation).
• Experience and knowledge of ServiceNow is advantageous.
• Willingness to work any shift needed to cover Melbourne office hours.
• Proficient in both written and spoken English.
• Outstanding analytical skills with the ability to creatively identify the underlying cause of issues.
• A customer-focused mentality with excellent phone and ticket documentation skills.
• Ability to professionally and appropriately convey information both verbally and in writing.
• Active curiosity about fault finding, diagnosing issues, finding solutions, and understanding IT services.
• Outstanding punctuality, dependability, and reliability.
• Quick learner with a keen curiosity about new technologies and processes in a fast-paced environment.
• Ability to remain calm under pressure with well-developed interpersonal and prioritisation skills.
• Demonstrates accuracy and attention to detail while balancing quality and quantity.
• Flexible and able to react positively and quickly to changing pressures and priorities.

Desired Values

• Believed in aiming high to deliver world-class results and yet, not forgetting to care for others

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.