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Service Desk Analyst L1

The Access Group

The Access Group

IT
Kuala Lumpur, Malaysia
Posted on Wednesday, August 2, 2023

Service Desk Analyst L1

Posted about 2 months ago

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about?

At Access, we love software and how technology never stays the same. It's this passion that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About You:

Reporting to the UKIE Service Centre Manager based at our GOC office in Loughborough you will work as part of a dedicated team of IT professionals that offer the very highest level of technical support and customer service to a range of internal staff from field based consultants to office-based staff across multiple UK, Europe and Ireland sites.  We also work very closely with our APAC and Americas colleagues.  .

 

Key aspects of the role will include, but are not limited to:

  • Providing technical expertise via our service centre ITSM platform for a wide range of external and internal applications, Operating systems and hardware and achieve team SLA’s
  • Identifying opportunities for process improvement and automation, to eradicate and deflect incoming demand, to improve end user experience, reduce disruption and improve Group IT team productivity
  • Co-ordination and allocation of upgrade equipment to office and field based staff
  • Provide maintenance and break-fix solutions of internal systems within SLA’s
  • Communication with all areas of the business including
  • Service notifications and service failure updates
  • User training and ‘how to’ information and guidance (colleague ‘enablement’)
  • Workstations
  • Desktop software applications
  • Internet connections
  • Network & Phone cabling
  • MS Software solutions
  • Communication systems
  • Integration systems
  • Backups
  • Printers
  • Phone system (basic level)
  • Multiple Server platforms
  • Use our toolsets to automate existing manual activities
  • Preventative maintenance
  • Management of training equipment
  • Software licence control
  • Assistance with sourcing and deploying new equipment
  • Accurate asset Management
  • Knowledgebase article creation
  • Exceptional Customer service skills in all circumstances
  • High levels of communication with all areas of the business
  • Fast and accurate troubleshooting of reported faults, meeting daily targets
  • Accurate documentation and recording of actions in our service centre ITSM platform
  • Above 905% level of response times achieved within Internal SLA’s
  • Achieving the required ticket-resolution volumes and SLAs
  • Accurate recording of all IT Asset Additions and changes
  • Accurate understanding and adherence to business processes
  • You will have been working with Microsoft operating systems for 2+ years.
  • You will have been supporting desktop and laptop systems for at least 2 years
  • You will have 2 years’ proven experience working with computer networks and TCP/IP
  • You will have a proven track record of performing to and exceeding Service Level Agreements
  • You will have a proven track record of delivering exceptional customer service
  • A continual service improvement mindset and approach
  • Excellent all-round communication skills to all levels
  • PC & Laptop support
  • Active Directory Administration
  • Working knowledge of Microsoft 365 ecosystem
  • Windows 10/11
  • Networking and laptop troubleshooting
  • Team working
  • Data Analysis & Problem Solving Skills
  • Knowledge of ITIL
  • Experience working an ITSM platform
  • Experience in one or more automation technologies (platform or bespoke, e.g. RPA, scripting such as Powershell)
  • English GCSE A-C
  • Maths  GCSE A-C
  • University degree or similar related qualification in related subject area
  • Formal ITIL Qualification – This would be advantageous
  • CompTIA A+, Network +, Fundamentals
  • Wide area networks
  • Microsoft SQL Server 2008/2012/2014/ 2016
  • Intune & Endpoint Protection
  • Apple device support (laptops, tablets, phones)
  • Server maintenance
  • Programming languages
  • Excellent all round communication skills to all levels
  • Supporting a multisite IT infrastructure of at least 150 staff or more
  • Experience of working in a small multifunction IT Team
  • Working for a software house or IT company a distinct advantage
  • Exceptional Customer service skills in all circumstances
  • High levels of communication with all areas of the business
  • Fast and accurate troubleshooting of reported faults, meeting daily targets
  • Accurate documentation and recording of actions in our service centre ITSM platform
  • Above 90% level of response times achieved within Internal SLA’s
  • Accurate recording of all IT Asset Additions and changes

 

Day-to-day, you will:

Supporting/maintenance, installation and upgrades of:

 
  • Workstations
  • Desktop software applications
  • Internet connections
  • Network & Phone cabling
  • MS Software solutions
  • Communication systems
  • Integration systems
  • Backups
  • Printers
  • Phone system (basic level)
  • Multiple Server platforms
  • Use our toolsets to automate existing manual activities

 

Other Duties include

 
  • Preventative maintenance
  • Management of training equipment
  • Software licence control
  • Assistance with sourcing and deploying new equipment
  • Accurate asset Management
  • Knowledgebase article creation

KPI’s

Your success in the role will be measured on the following criteria:

 
  • Exceptional Customer service skills in all circumstances
  • High levels of communication with all areas of the business
  • Fast and accurate troubleshooting of reported faults, meeting daily targets
  • Accurate documentation and recording of actions in our service centre ITSM platform
  • Above 905% level of response times achieved within Internal SLA’s
  • Achieving the required ticket-resolution volumes and SLAs
  • Accurate recording of all IT Asset Additions and changes
  • Accurate understanding and adherence to business processes

Experience required

      
  • You will have been working with Microsoft operating systems for 2+ years.
  • You will have been supporting desktop and laptop systems for at least 2 years
  • You will have 2 years’ proven experience working with computer networks and TCP/IP
  • You will have a proven track record of performing to and exceeding Service Level Agreements
  • You will have a proven track record of delivering exceptional customer service
  • A continual service improvement mindset and approach

Essential Skills required

 
  • Excellent all-round communication skills to all levels
  • PC & Laptop support
  • Active Directory Administration
  • Working knowledge of Microsoft 365 ecosystem
  • Windows 10/11
  • Networking and laptop troubleshooting
  • Team working
  • Data Analysis & Problem Solving Skills
  • Knowledge of ITIL
  • Experience working an ITSM platform
  • Experience in one or more automation technologies (platform or bespoke, e.g. RPA, scripting such as Powershell)

Advantageous Working experience:-

 
  • Wide area networks
  • Microsoft SQL Server 2008/2012/2014/ 2016
  • Intune & Endpoint Protection
  • Apple device support (laptops, tablets, phones)
  • Server maintenance
  • Programming languages

As a well-rounded IT Technician, your Skills and Experiences likely include:

 
  • Excellent all round communication skills to all levels
  • Supporting a multisite IT infrastructure of at least 150 staff or more
  • Experience of working in a small multifunction IT Team
  • Working for a software house or IT company a distinct advantage
  • Exceptional Customer service skills in all circumstances
  • High levels of communication with all areas of the business
  • Fast and accurate troubleshooting of reported faults, meeting daily targets
  • Accurate documentation and recording of actions in our service centre ITSM platform
  • Above 90% level of response times achieved within Internal SLA’s
  • Accurate recording of all IT Asset Additions and changes

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year (rules apply) and a health contribution you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have 3 charity days you can take to support something that matters to you.

At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.