Analyst Customer Support– Global Service Desk Hydrogen Group

Hydrogen Group provide terms, conditions and specifications of the Job as Analyst Customer Support– Global Service Desk which will be placed in Malaysia

Below are the complete of requirements, job specifications, schedule of interviews and addresses and contact (email or phone number) of The Company.

Hydrogen Group


Published at
Fri, 12 Sep 2014 06:33:15 GMT

Job Description

Job Description

Job Title

Analyst Customer Support– Global Service Desk

Brief Scope

A single point of contact and provide advice, guidance and the rapid restoration of normal IT services to its Customers and Users. You are the customer- focused ‘Service Team’ with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools.

Reporting to

ISO Tech-Ops Global Service Desk Manager


Academic & Professional

Field of Study

Graduate with Diploma/Degree in Computers or other Technical certifications


Post Graduation in Science / Others, Technical certifications in Computer Science / IT/MIS

2.Skills & Attributes

The following skills are required to be successful in performing this position:

Skills & Attributes

Must have (maximum of 5 bullet points)

  • Good interpersonal and communication skills
  • Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
  • Adept at applying generalist IT knowledge to specific problem resolution situations
  • Familiarity with hardware/software components and terminology.
  • Strong customer service background, ability to work in a team environment, enjoy working with people , Self Learner / Quick Learner
  • Nice to have

  • Crisis Management
  • Coordinating with other business functions to develop and implement plans
  • Knowledge in various technology platforms, domains and application development. Advanced knowledge of Microsoft products
  • Minimum of 1 year of experience, with at least 1 year of relevant experience
  • Key Responsibilities

    The responsibilities include the following:

  • To provide a single point of contact and support for Customers through Voice, Email, Web and other relevant channels in relation to technology related incidents and requests.
  • To facilitate the restoration and fulfillment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
  • The administration of user accounts, including system access rights, across all IT services within the enterprise. It also includes the administration of Non-User Service accounts in conduction with the needs of System Administration.
  • Review security-related access rights practices, directives and guidelines.
  • Ensures the compliance of suppliers of DP services, to access rights policy and guidelines
  • Provide for review and consultation with respect to software and hardware products offering access rights capability.
  • Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
  • Ensure customer satisfaction through improved service and quality
  • To attempt and ensure First Call resolutions on technology related incidents and requests within the Level I support team and in case of requirements, escalate to Level II or Level III Technology Support Teams with relevant diagnosis and documentations.
  • Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
  • Maintain Customer Service Skills to agreed standards for all interactions.
  • Identify and highlight to the appropriate authority any service concern or improvement opportunity
  • Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
  • Develop understanding of ITSC business solution and seek out improvement opportunities
  • Adherence to the specified standards of Quality and Audit / Risk requirements
  • Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
  • 17. To build relationship & network with stakeholders within & outside ITSC.

    If You interested and meet the requirements please submit your application immedietly :

    To submit your application by online, click on the link labeled with Apply Click Here or Apply This Job at the bottom of this Job vacancy information. Hopefully you get your dream Job….!

    Notes :

    1. Kindly note that applying to this job also means that your application will be forwarded to employers with similar job vacancies available.
    2. If you do not wish for your resume to be forwarded to other employers, please do not apply to this job vacancy.
    3. Only shortlisted candidates will be notified