Shop Floor Support Analyst

Job Summary

The Service Desk Analyst is responsible for providing first and second-line IT support to all levels of the business within agreed SLAs. This role will assist in ensuring a professional, customer-focused, and efficient IT support service is delivered. The Service Desk Analyst will be accountable for logging, managing, and escalating IT service requests and incidents, ensuring adherence to IT service management processes, and maintaining hardware and software standards.

Job Responsibilities

• Assist in computer setup, Active Directory (AD) account creation, smartcard issuance, SAP access provisioning, and printer setup for new and existing users.
• Provide IT support to end-users, addressing hardware and software-related queries and resolving issues.
• Assist in the installation, configuration, and maintenance of computer hardware, including desktops, laptops, printers, and peripherals.
• Support IT equipment and software inventory management, contribute to documentation, and assist in preparing new IT guidelines.
• Perform ad-hoc tasks assigned by the supervisor.
• Assist and support the supervisor in server room tasks, such as racking and un-racking access switches, re-cabling, labeling patch and fiber cables, and other ad-hoc duties.
• Adhere to all Health, Safety, and Environment (HSE) rules and regulations.
• Contribute to ensuring a professional, customer-focused, and efficient IT support service is provided by all team members in line with agreed SLAs.
• Educate and guide the local IT community and customers on the correct processes for logging issues and requesting IT services, ensuring these processes are followed.
• Assist in monitoring call queues and proactively identifying and managing potential SLA breaches.
• Assist in the development and implementation of best practices. Proactively identify potential improvement activities as part of a continual service improvement culture.
• Assist with routine call trend and root cause analysis to identify recurring themes for problem management and CSI planning.
• Contribute to ensuring agreed improvement activities are successfully implemented and adopted by all members of the team.
• Identify local team and end-user training requirements and assist in the creation of knowledge and training materials as required.
• Escalate issues and problems as they become apparent and provide IT advice and expertise for both team members and customers.
• Work as an effective member of a multi-skilled global IT team, demonstrating professionalism and customer focus at all times.

Job Qualifications

• Degree holder in Information Technology, Computer Science, or a related field.
• Required languages: English & Bahasa Malaysia.
• Ability to work under tight timelines and independently.
• Familiarity with the IT industry or data center environment is preferable.
• 1-3 years of experience in a help desk or service desk environment.
• Proficiency in troubleshooting Windows operating systems, Microsoft Office Suite, and common desktop applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with Active Directory and user account management.
• Experience with ticketing systems
• Knowledge of hardware troubleshooting (laptops, desktops, printers).