(Malaysia) Service Desk Specialist

Responsibilities / Introduction Act as a single point of contact for phone calls and tickets from employee concerning IT issues and queries1st and 2nd level support - troubleshooting of IT related problems from software to hardware, such as Windows, Office Suite, laptops, desktops printers and mobile devices.Handle IT support phone calls, and tickets within the SLA defined and as assigned by the managementHandle tickets submitted to queues within the SLA definedLog all phone calls in the Service Desk tool (ITSM) Service-NowTake ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerInnovate and propose improvements to processes, methodologies and systems that could increase process efficiencyOffer advice to end users in all areas of IT, how to troubleshoot and ensure security standards are metEnsure phone queue SLA are met or exceeded as set by the managementTake ownership and coordinate with other IT support teams for high priority issuesEscalate unresolved tickets to the next level support teamParticipate in on call rotation to provide coverage when required. Requirement Degree or Diploma in any discipline but with keen interest in IT/Computer science with at least three years of Service Desk or Technical Support experienceAdvanced ability to gather, monitor and document dataExcellent customer service skillsITIL certification/knowledge would be added advantageMCP certification would be desirableExcellent verbal and written communication skills in English and any other Asian languagesGood knowledge of IT Service Desk operations. Proficiency with Service-Now.com is highly desirableRequired knowledge: Active Directory Services, MS Exchange, VPN, Network, MS Office suite 2010/2016, Roaming & Local Windows Profile, Spywares, Windows 10, O365 Excellent communication skills and telephone manner, able to communicate at all levelsExcellent in IT troubleshooting skillsGerman speaker is preferred