Job Details

IT 3rd Line Support Analyst
  • Subang Jaya
  • RM 4500.00 - 5000.00
Job Industry Retail
Job Type Full-Time
Job Level Executive
Job Published 13-07-2022
Description

Job Description

• Working in a team of 3rd Line analysts providing escalation support to the Service Desks for all group services
• Understanding technically the services being supported as well as building solid working relationships with key stakeholder and 3rd party support partners
• Ensuring awareness of new functionality, services and technologies that are on the road map for the expansion and elevation of the business
• Working with the Service Desk Team Leads ensuring that documentation is accurate, relevant and up to date.
• Handing over effective fixes/resolutions that the Service Desk teams can use in the future to resolve known issues in a more timely manner
• Escalating to development resource where necessary, performing trend analysis feeding in to Problem Management where either internal or external teams are required to assist with a resolution
• Providing Incident Management updates to keep all relevant teams updated
• Reviewing incoming alerts to ensure all are auctioned in a timely manner
• Working with the 3rd Line Support Manager and Delivery Managers to create and maintain a Service Improvement Plan that will enhance user experience or improve profitability by streamlining processes

Qualifications

• 2 - 3 years’ experience in a 1st or 2nd line IT Support environment
• Self-motivated and proactive in approach
• Highly organised, able to prioritise and effective communicator
• Strong technical background in business systems
• SQL and Powershell scripting
• SSRS Reporting
• Java Script

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