Service Desk Analyst
Cantourage UK
ITSMServiceNow
Senior Customer Experience Analyst
Logicalis GmbH
full-time
Posted on:
Location Type: Hybrid
Location: Cyberjaya • 🇲🇾 Malaysia
Visit company websiteJob Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Oversee day-to-day operations of the service desk team and ensure IT support services meet SLAs and customer satisfaction goals
- Perform day-to-day service desk tasks, guide/mentor analysts, and handle escalations
- Drive continuous improvement in service delivery and identify areas for process optimization
- Lead customer transition and onboarding/offboarding, coordinating with implementation teams to ensure smooth handovers
- Develop and maintain documentation and customer-specific processes; update knowledge base articles
- Oversee incident and request management: logging, tracking, categorization, prioritization, escalation, and SLA adherence
- Act as point of escalation for complex or critical issues and communicate changes in support responsibilities and SLAs to stakeholders
- Monitor ticket trends and generate reports on service desk performance, ticket volume, resolution times, and SLA adherence; present KPIs to management
- Conduct customer feedback surveys, maintain stakeholder relationships, communicate service updates, outage information, and resolution timelines
- Identify skill gaps, organize training and onboarding for team members, and encourage continuous learning and knowledge sharing
- Serve as first point of contact for customers via phone or email, perform remote troubleshooting, validate and triage tickets, follow up and update customer status
Requirements
- Bachelor’s degree in information technology or equivalent work experience (5 Years)
- Proven experience in a Service Desk Role
- Strong understanding of IT service management (ITSM) and ITIL principles
- Experience with ticketing systems (e.g., ServiceNow, Jira, or similar)
- Good knowledge of Windows, Active Directory, Office 365, and networking fundamentals
- Familiarity with remote troubleshooting tools and techniques
- Excellent leadership, coaching, and people management abilities
- Strong problem-solving and decision-making skills (bonus/added advantage)
- Effective communication and customer service orientation
- Ability to handle high-pressure situations and escalations
- Ability to work independently and collaborate with cross functional teams
- In-depth knowledge of managed services processes and best practices
- ITIL Foundation certification is a plus
Benefits
- Supportive team environment: "Unselfish with knowledge", "Flexible and Diverse", "Give a shout-out and there will always be help"
- Pick your own adventure: internal mobility and funded learning to change roles
- Breadth of experience and purpose: ability to impact change and control professional success
- Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration
- Adjustments and support for people living with disabilities or neurodiversity during application process
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementITIL principlesticketing systemsWindowsActive DirectoryOffice 365networking fundamentalsremote troubleshootingincident managementrequest management
Soft skills
leadershipcoachingpeople managementproblem-solvingdecision-makingcommunicationcustomer service orientationability to handle high-pressure situationsindependencecollaboration
Certifications
Bachelor’s degree in information technologyITIL Foundation certification
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