Service Desk Analyst

Overview

Supports the service delivery of IT services and works with teams within Group Technology, establishing relationships with staff, other entities, and external parties, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction.

The Service Desk Analyst is primarily responsible for managing IT incidents and IT service requests on an end‑to‑end basis, serving as the frontline of Information Technology. The analyst must always be helpful, courteous and tactful when dealing with users.

Additional responsibilities include assisting GT‑Infrastructure & Operations in day‑to‑day operations and ensuring staff/users benefit from expert advice and recommendations.

Responsibilities

• Act as a single point of contact for Hong Leong Group entity users through calls, emails and a ticketing tool.
• First‑level response for incident and service request logging, ini...