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Senior Analyst, Service Desk

Date: 09-Apr-2021

Location: Malaysia, Malaysia

Company: Singtel Group





Senior Analyst, Service Desk

Report to:

AM, Service Desk



Sub ordinate:





  • Answer, diagnose, log, fix or escalate incoming phone calls, e-mails or face to face requests from clients experiencing problems with hardware, software or networking; within agreed SLAs
  • Research, isolate and resolve routine Incidents; escalating complex issues or Problems in accordance with internal procedures
  • Action Service Requests, or Requests for Information from clients; within agreed SLA
  • Take ownership of issues through the entire process whilst maintaining a great level of communication and attention to detail
  • Update and follow knowledge base articles (KBAs) to improve the team’s effectiveness
  • Attend client sites from time to time



Not applicable



Minimum Qualification:

Degree/Diploma or relevant IT/Engineering technical qualifications


Experience and Skill Requirements:

  • Experience working in Technical helpdesk ,Service Desk analyst position or technical consultant supporting external customers
  • Sound working experience with some or more Microsoft applications in the same or other positions
  • Experience with Active Directory, managing
  • Experience with Microsoft Exchange, managing and configuring
  • Technical ability in Connectivity/ Network troubleshooting
  • Working understanding of Group policy and what its used for
  • Experience working in an ITIL environment


Technical Skill

  • Understanding of networking principles and experience troubleshooting connectivity issues
  • Experience with troubleshooting mobile devices, including Windows, iPhones and others
  • Previous experience with ticketing system
  • Excellent troubleshooting and problem-solving skills with the ability to multitask
  • Keen desire to learn with a good working knowledge of Microsoft applications – Active Directory, Exchange, Office (strong emphasis on certification to ensure you develop and grow)


Non-Technical Skill

  • Excellent written and verbal communication abilities in English while you work with all levels of staff in an organisation
  • Excellent English, verbal communication, and technical terms for escalation and high severity incidents
  • Vast working knowledge of ITIL
  • Understand the importance of time sheeting and call logging standards with a willingness to put it into practice
  • Attention to detail
  • Experience and enjoyment in providing excellent customer service