Service Helpdesk Analyst

Job Responsibilities:

Job Scope


  • Staff rotating 24 x 7 x 365 FTS Technical Support Line including weekends and public holidays.
  • To provide IT administration and service desk support for internal customer globally within a centralized shared service center.
  • Response to user requests and incident / problems via online / phone / email and log them into service desk application according to establish procedures.
  • To provide first and single point of contact (SPOC) for global end users pertaining to new/previously reported IT issues and resolutions to increase productivity.
  • Ability to provide 1st - 2nd level technical remote support for global applications, common infrastructure, system and desktop client.
  • Ability to work remotely with local IT, development team, Corporate IT and vendors pertaining to service calls and issues/tickets.
  • Provide assistance to other departments or business units as directed.
  • Develop professionally in order to increase technical, functional, and interpersonal competence.
  • Continue to refine Customer Satisfaction skills to better service the client.
  • Adheres to the policies and procedures of the Organization
  • Other duties as required


  • Bachelors Degree or Diploma in Computer Science/Engineering or equivalent experience.
  • Min. 2 years experience working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
  • Min. 2 years experience working directly with internal/external clients.
  • Min. 1-2 years experience providing user support of client applications, PC/Windows network infrastructure, and custom business applications.
  • Experience with Microsoft OS, MS Exchange, MS Office, Active Directory, Network connectivity and VPN.
  • Experience in call/technical helpdesk environment providing remote support will be advantage.
  • Able to work on a Shift Roster.
  • Hands on skill on Microsoft Windows 2000/XP workstation/server and MS office suite (e.g. Outlook, exchange, office etc).
  • Hands on skill on Microsoft Active Directory administration.
  • Hands on skill on LAN networking, VPN and TCP/IP.
  • Knowledge on MS SQL Client/Server and Internet concepts and techniques.
  • Microsoft MCTS/MCITP/MCDST/MCSA certified an advantage.


  • Qualification: Degree, Diploma
  • Years Exp: 0
  • Location: East
  • Full Time, Permanent

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