MY - First Line Analyst

Roles & Responsibilities:

• Perform a range of technical IT support activities remotely or at customer site, focusing on software, applications, user access, and system-related issues to meet business and customer requirements.
• Adequate knowledge of handling Microsoft O365, including Outlook troubleshooting, Teams support, SharePoint/OneDrive access issues, mailbox setup, license validation, and basic admin activities.
• Manage user accounts through Active Directory, including password resets, unlocking accounts, updating user details, and managing security and distribution groups.
• Handle daily tickets and service requests through ITSM tool: ServiceNow (SNOW), ensuring proper categorisation, documentation, and timely resolution based on SLA requirements.
• Troubleshoot application-related issues, login problems, profile errors, and software configuration concerns in line with customer needs.
• Assist users with basic network-related issues such as VPN login errors, authentication failures, and connectivity checks (no network hardware handling).
• Document and report all work completed to ensure compliance with Company and Customer procedures.
• Escalate incidents appropriately based on defined processes to ensure customer demands are met.
• Review escalations, analyse the situation, and take appropriate actions to support resolution and customer satisfaction.
• Provide consistent and professional customer service experience to both internal and external users.
• Adapt quickly in a dynamic team environment, ensuring a positive and effective contribution.
• Identify personal development areas related to technical and soft skills in line with business goals.
• Contribute to the development and maintenance of the IT knowledge base/articles.
• Participate in ongoing training and development to stay current with IT trends and technologies.
• Act as a role model in demonstrating professionalism, communication, and technical competency for colleagues.
• Comply with Computacenter Information Security Policies and report any potential security concerns.
• Work efficiently to ensure SLA performance targets are met and customer satisfaction levels are maintained or improved.
• Understand and adhere to all company procedures, operational guidelines, and customer requirements.
• Demonstrate the companys Winning Together values in daily tasks, teamwork, and interactions.

Requirements:

• Basic experience in a service desk support role.
• Works under supervision. Uses minor discretion
• Basic understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow).
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Proficiency in Microsoft Office 365 Support.
• Proven experience in IT Desktop Service environment is an ADVANTAGE.
• Must willing to work at Bangsar South (onsite)
• Fresh Graduate is encouraged to apply
• Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.