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Jobs in Malaysia   »   Jobs in Petaling Jaya   »   Information Technology jobs   »   Service Desk Analyst

Service Desk Analyst

Petaling Jaya


We are looking for a customer service oriented personnel to provide first level technical support through taking calls, emails and handling the resulting incidents or

Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.



  • Provide first level contact and convey resolutions to customer issues
  • Provide assistance by phone, email and/or chat using a ticket management system
  • Quickly and accurately determine incident scope and impact
  • Properly escalate unresolved queries to the next level of support
  • Follow up with customers, provide guidance and see problems through to resolution
  • Follow up on tickets at pre defined intervals until resolved Track, route and redirect problems to correct resources Walk customers through problem solving process
  • Update customer data and produce activity reports
  • Update the internal knowledgebase with issue resolution details
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Preserve and grow on knowledge of Service Desk procedures, products and services



  • Candidate must posses at least a Professional Certificate, Diploma, Advanced/Graduate Diploma, Bachelor's Degree in Computer Science/Informatio Technology, Engineering (Computer/Telecommunication), Science & Technolgy or equivalent.
  • Fresh graduate can be considered.
  • Proficiency in English and Bahasa Malaysia Hardworking and willing to learn new knowledge
  • Good troubleshooting and multi-tasking skills Good interpersonal and customer care skills
  • Good analytical and problem solving skills
  • Ability to deal with difficult callers
  • Willing to work in 24/7 shift environment
  • Preferably Junior Executive specializing in Technical & Helpdesk Support or equivalent.

Perks & Benefits

  • Miscellaneous allowance
  • Medical insurance
  • Personal development opportunities
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Company Overview

Privasia Sdn Bhd is the leading Malaysian provider of Spend Management, IT/Business Process Outsourcing and Technology Consulting. We are committed to helping our clients extend their competitive advantage in today's rapidly changing business environment.

Privasia Technology Bhd (PTB) was incorporated in Malaysia on 14 July 2008 as a private limited company under the name of Informinat Sdn Bhd. Subsequently, on 22nd September 2008, the Company changed its name to Privasia Technology Sdn Bhd. It was converted into a public limited company and subsequently assumed its present name on 23 January 2009. The company was listed on the ACE Market of Bursa Securities in May 2009.

Today, the Group is a leading ICT and business process outsourcing player in Malaysia, with established clientele including market leaders in the logistics, education, finance, manufacturing, and FMCG (fast moving consumer goods) sectors.

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Company Summary
Computer / IT (Software)