Service Desk Agent SPIDM
- Kuala Lumpur
- Permanent
- Full-time
Department: IT Service Desk
Reports To: Operation ManagerSummary:
We are seeking a highly organized and detail-oriented SPIDM Analyst to join our team. This role is critical in providing efficient and effective support for our SharePoint and Identity Management (IDM) systems.
The successful candidate will manage user requests, level 1 problem solving and liaising with internal and external stakeholders, including Japanese-speaking customers and counterparts.
This role requires excellent communication skills, proficiency in using various IT tools, and a strong understanding of incident management processes. The position operates on a rotating shift schedule, covering 8 AM - 5 PM (MYT) 365 days a year.Key Responsibilities:
- Request Fulfillment: Receive and process requests from the centralized service desk related to Office 365 accounts, licenses, SharePoint access, and other IDM-related services.
- Account and License Management: Manage the creation, modification, and deletion of Office 365 accounts and licenses, ensuring compliance with company policies.
- Service Health Monitoring: Monitor the health and performance of SharePoint and IDM systems using monitoring and detection tools; proactively identify and address potential issues.
- Incident Management: Utilize incident management tools to track, manage, and resolve inquiries and incidents related to SharePoint and IDM. Maintain accurate records and update incident status regularly.
- Escalation and Liaison: Escalate complex issues to the appropriate resolver groups and maintain effective communication with both internal teams and external customers throughout the resolution process.
- Communication: Communicate effectively with stakeholders using various methods including bulletin board postings, emails, and phone calls. Provide clear and concise updates on incident status and service disruptions.
- Documentation: Maintain accurate and up-to-date documentation of processes, procedures, and knowledge base articles.
- Stakeholder Management: Build and maintain positive relationships with internal teams and external customers, particularly Japanese-speaking customers and counterparts.
- Shift Work: 8 AM - 5 PM (MYT), 365 days a year including public holidays and weekends. May work remotely and return to office if needed
- Experience with SharePoint administration and management.
- Strong understanding of Office 365 administration, including account and license management.
- Proficiency in using incident management tools (specify preferred tools if applicable).
- Excellent problem-solving and troubleshooting skills.
- Excellent written and verbal communication skills in Japanese. (N1 or N2)
- Ability to work independently and as part of a team.
- Ability to work effectively under pressure and manage multiple priorities.
- Strong organizational and time management skills.
- Ability to work on weekends and public holidays on a rotation basis 5 days / week 8am- 5pm
- Hybrid mode working model. Home and Office
- Training will be provided to successful candidates.
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