Service Desk Analyst

Help Desk & IT Support (Information & Communication Technology)

• Type : 12 months Yearly Renewable Contract
• Shift Timing : Normal Working hours
• Expected Date of Joining: Immediate

Roles and Responsibilities :

The range of activities and tasks to be undertaken by a First Level Support Analyst are to:

• Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
• To handle & reply incoming emails within timely manner each depending on accounts contractual SLA’s.
• Respond to customers’ voice mail & Email messages;
• Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope;
• Provide ‘first time fix’, wherever possible;
• Apply known solutions, advice and guidance to customers;
• Take change requests from customers and ensure these are accurately logged and referred to the appropriate
• support teams;
• Log all calls, using the designated call handling system and entering detailed and accurate information;
• To ensure ticket is raised for each call/email received and minimizing discrepancies between call & ticket ratio.
• Perform end to end ticket management for all incidents & changes, ensuring each call is progressed till resolution.
• Understanding of ticket priority and differences between IMAC’s, ensuring adequate service type to be applied on tickets.
• Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/major change or problem records.
• Validate user equipment inventory data held within the inventory database;
• Assign any problems which cannot be resolved during the call to the appropriate support group;
• Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
• Contact the customer to assess their satisfaction prior to the closing of a call

Skill and Qualification :

• At least 1 years’ experience in a customer service industry, preferably IT based;
• At least 1 years’ experience of working in a helpdesk/call center customer handling environment;
• Fresh Graduates may apply (Education background in IT or related)
• Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2 years is a definite added advantage
• Good interpersonal skills and customer interface skills – both on the phone and in person with customers and colleagues
• Good written and verbal communication skills – in particular verbal and telephone enquiry handling skills in native language and business fluent English
• Good analytical skills and an ability to define the precise nature of customer problems;
• Ability to conceptualize problems
• Ability to give specific and clear instructions and problem-solving advice
• Ability to organize and prioritize work in an effective manners

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a service desk analyst?

Which of the following languages are you fluent in?

Do you have customer service experience?

Tentacle Technologies was founded in November 2001 with humble beginnings. Headquartered in Malaysia, today we operate in countries like Singapore, India and the Philippines. Our core services are Business Consulting, Software Development, Quality Assurance & IT solutions in Digital Transformation. We are techies with the right techniques to revamp businesses!

Unlike most of the tech companies that have been around since 2000’s, Tentacle Technologies understands the evolution of technology and accepts it as an integral part of future businesses. Our journey started sixteen years ago and our passion for technology has created a positive impact. From what started as a small team, we have grown to a team of 350 employees globally.

A dozen years in business, never lost a client, 350+ technology professional on board, more than 100 client partnerships, do we have to say more?

Tentacle Technologies was founded in November 2001 with humble beginnings. Headquartered in Malaysia, today we operate in countries like Singapore, India and the Philippines. Our core services are Business Consulting, Software Development, Quality Assurance & IT solutions in Digital Transformation. We are techies with the right techniques to revamp businesses!

Unlike most of the tech companies that have been around since 2000’s, Tentacle Technologies understands the evolution of technology and accepts it as an integral part of future businesses. Our journey started sixteen years ago and our passion for technology has created a positive impact. From what started as a small team, we have grown to a team of 350 employees globally.

A dozen years in business, never lost a client, 350+ technology professional on board, more than 100 client partnerships, do we have to say more?

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What can I earn as a Service Desk Analyst

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