L2 IT Service Desk Analyst

Become a part of our worldwide outsourcing team and discover opportunities like no other. Welcome to a fun-filled journey with Emapta, where our vision is to empower you, our talented team members, to achieve your full potential and aspirations without the necessity of going abroad. Our deep-seated commitment lies in showcasing Malaysian talent to the world, revolutionizing the workplace by offering sustainable global careers within exceptional working environments right at your doorstep. Whether you choose to work from the comfort of your home or in an office equipped with cutting-edge technology and a dynamic team, the possibilities are limitless. Job Description As L2 IT Service Desk Analyst , you will provide remote telephone and email technical support and assistance for both internal and external customers. Your objective will be to maximize the number of resolved incidents at the first line without referral, enhancing customer satisfaction and user experience. Additionally, you will ensure compliance with prescribed SLA targets, striving to meet or exceed SLA performance standards. Here’s an overview of your future role: Employment Type: Full-time Schedule: Shifting Work Arrangement: Hybrid, Malaysia Can you face the challenge? Here’s what you will do in this role: Technical Support

• Provide 1st level technical assistance to all users concerning the use of computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely.
• Perform diagnosis and troubleshooting of issues aimed towards resolution/fulfillment of a ticket.
• Provide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities.
• Analyze, diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users.
• Monitor, receive and register all incidents and/or service requests raised via email or phone call, through to the IT Ticketing System.
• Analyze the performance of hardware and software interfaces and identify alternatives for optimizing the usage of computer resources.
• Complete service requests regarding software and hardware problems.

Ticket handling & SLA Management

• Categorize and prioritize tickets based on Impact, Urgency and relative Service affected, leading to appropriate SLA target response and resolution times.
• Manage the entire service request process ensuring adherence to SLA.
• Execute service requests as per the SLA.
• Inform/Escalate to the appropriate management level issues that are near breaching SLA or requiring immediate attention.
• Endorse/Escalate tickets to the appropriate functional/resolver group.
• Track the progress of tickets during its entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).

Communications & Documentation

• Give technical advice to all user problems wherein the user himself can do the solutions through email, IM or phone.
• Communicate the status of tickets directly with the customer based on defined SLAs.
• Document processes and procedures for maintenance and support.
• Manage and maintain the department’s technical documentations and reports.
• Should have IT Technical knowledge and able to communicate effectively with other teams.
• Work with internal and external teams to ensure requests are completed.
• Process and send IT reports.
• Suggest and implement service improvements.

Collaboration

• Responsible for installation, setup, roll-out & maintenance of the company's IT infrastructure.
• Participate in cross-functional projects, development of strategic plans for the desktop and network platform.
• Design, install & repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment etc.
• Assist in maintenance activities and disaster recovery testing.
• Collaborating with L2 for anti-virus compliance for all desktop platforms.
• Secondary support for anti-virus management including local desktop firewall component.
• Support and manage Active Directory environments, Servers and Workstations.
• Strong knowledge of malware remediation, hardware and software installations, upgrades and troubleshooting.
• Provide assistance or respond on after-office calls support should necessary.
• Participate in rotational 24x7 support.

Other Responsibilities:

• Perform any administrative or non-administrative duties as assigned by any of the Company’s representatives from time to time through direct written order or verbal assignment.

What Makes You a Star :

• BS in Information Technology, MIS, or a similar program; or equivalent work experience.
• 2-5 years of experience in a similar capacity.
• Background in five or more of the following areas:
• Windows 7/10/2000/XP/Vista desktop support
• Microsoft Internet Explorer/Office/Outlook
• Avaya or Nortel telephony
• Windows Server 2000/2003 support and administration
• Microsoft IIS, ISA, or Exchange
• Active Directory 2000/2003
• Knowledge of Microsoft SQL Server 2008-2019
• Local Area Networks (Cisco or 3Com)
• Wide Area Network
• Cloud platforms such as Microsoft Azure or AWS
• Knowledge of TCP/IP
• PowerShell and VBScript
• RMM and MDM knowledge (remote management and deployment)
• ITIL experience and qualifications would be an advantage.
• Additional language skills at a technical level would be an advantage.
• Knowledge of MDM and RMM software management/deployment.
• Experience with MSP automation tools such as Autotask or ConnectWise.
• Understanding and experience in delivering Microsoft technologies such as Office 365, Microsoft AD, Exchange, and Windows Server.
• Experience in reading, writing, and analyzing SQL queries (MSSQL, MySQL, and PostgreSQL).
• Server-level technical skills: server builds and administration, setup and support, antivirus management, and virtual environment administration.
• Broad understanding of relational databases, data warehousing, markup languages, and web technologies.

Personal Competency:

• Strong customer service orientation.
• Good command of oral and written English.
• Excellent interpersonal communication skills and a pleasant demeanor.
• Ability to carry out technical diagnosis and analysis.
• Assertiveness and resourcefulness.
• Engaging with internal (core teams) and external stakeholders (clients/staff).
• Flexible attitude and broad knowledge of IT.
• Willingness to rotate shifts as needed.
• Ability to perform light hand activity work at a computer station in an office environment.
• The job may require occasional rotating shifts.

Tempted Yet? Check out these perks we have to offer!

• Hybrid work set-up
• Prime office location
• Competitive salary package
• Eight (8) days annual leave
• Career growth opportunities
• Diverse and supportive work environment
• Upskilling: Emapta Academy

Why We Stand Out Among the Rest!: At Emapta, we believe in building careers that resonate with passion, purpose, and the vibrant spirit of Malaysia. Our diverse roster of over 700 international clients spans various industries, offering you a dynamic platform to showcase your skills and make a meaningful impact on a global scale. For over a decade, we have helped companies adapt to ever-changing market needs by providing access to a wide range of talent, office solutions, and more. Our mission is to hone your skills and help you reach the top and become part of the top 1% talent in Malaysia. Emapta is more than just a company; it's a tight-knit community that values the unique blend of professionalism and Malaysian warmth. Our organization embodies a culture that encourages innovation, collaboration, and continuous learning. Share your passion and enthusiasm across the globe and enjoy the flexibility to thrive in your career while savoring the joys of life outside the office. Be part of Emapta's story – a story that values diversity, celebrates success, and embraces the colorful culture of Malaysia. “At Emapta, you work directly with respected executives and international teams, in a fully transparent manner which positions you for continued career growth.” Tim Vorbach, CEO #EmaptaExperience #J-18808-Ljbffr