ServiceDesk Support Engineer

Kuala Lumpur
Permanent
Full-time

1 day ago

Position SummaryThe Service Desk Support at Allianz Technology Malaysia, Regional Delivery Center (RDC) is responsible for delivering high-quality technical support to end-users and providing leadership and guidance to the service desk team. This role involves resolving complex technical issues, mentoring junior staff, and contributing to the continuous improvement of service desk processes. The ideal candidate will have extensive technical expertise, strong problem-solving skills, and a commitment to excellent customer service.Role and Responsibilities

Advanced Technical Support: Provide advanced technical support to end-users, resolving complex hardware, software, and network issues.
Issue Escalation: Serve as the primary point of escalation for unresolved issues, coordinating with other IT teams as necessary to ensure timely resolution.
Process Improvement: Identify opportunities to improve service desk processes and contribute to the development and implementation of best practices.

Documentation: Maintain accurate and detailed records of support requests, resolutions, and process improvements. * Customer Service: Ensure high levels of customer satisfaction by delivering prompt, courteous, and effective support.

Collaboration: Work closely with other IT teams to ensure seamless support and service delivery.
Continuous Learning: Stay up-to-date with emerging technologies and industry trends to provide informed support and recommendations.
Any other duties when deemed necessary. Completing projects on various issues when needed.
Performance Dashboard Monitoring, analysis and escalation
Prepare activity and statistics reports
Advocate Self Service Capability & Promotes User Awareness
Global Collaboration: Work with global teams to manage and deliver globally managed services. Coordinate with global teams to ensure alignment and consistency in service delivery.

Key Requirements

Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.
Proven experience in a service desk or technical support role, with a track record of handling complex technical issues.
Strong understanding of computer systems, networks, and applications.
Proficiency in troubleshooting and resolving advanced IT issues.

Nice to have skills

Familiarity with IT service management (ITSM) tools and practices.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Certifications in IT support or related areas (e.g., CompTIA A+, ITIL Foundation) are a plus.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.

Allianz

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