Service Desk Analyst

Job Description

Location(s): Asia-Pacific & Middle East : Malaysia : Kuala Lumpur 

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

Working as part of a team to ensure the delivery of a first class IT Service Desk service from our Kuala Lumpur offices. The team will provide 24 x 7 supports to over 5000 BAE Systems Digital Intelligence staff working in its worldwide offices.

The successful candidate will be professional and customer service orientated with an excellent telephone manner. You will have good communication skills both written and spoken English, be self-motivated and have the ability to work effectively as part of a team and without supervision.

Previous experience working on a Helpdesk or Service Desk within a professional environment is favorable. The use of call logging applications and adherence to defined SLA’s is also an advantage. The role will be working on a 24 x 7 shift pattern.

What you will be doing:

• Working as part of the Service Desk team processing enquiries, problems and request fulfilment for BAE System Digital Intelligence’s internal customers received over the telephone, email, chat & web self service.
• Logging all “calls” within our Call Management application and where possible providing first time fix resolution to the customer.
• Remote Request Fulfilment for services such as Access Rights, Hardware and Software requests in line with defined processes.
• Providing effective queue management including the prioritisation, updating, escalation and resolution of incidents and service requests within ITIL aligned procedures to ensure customer satisfaction and Service Level Agreements are met at all times.
• Progression of calls to 2nd 3rd line resolver groups where Service Desk resolution is not possible, and appropriate escalation according to their impact and urgency.
• Conducting yourself in a professional manner and maintain good relationships with customers and colleagues at all times.
• Documenting fixes and processes and knowledge sharing with colleagues, 2nd 3rd line resolver groups and publishing to customers.
• Providing support for the following software and applications:
  • Microsoft Windows 10 Microsoft Office 
  • Citrix, Symantec Antivirus
  • Secure Client VPN, RSA Secure ID
  • Sophos Safeguard disk encryption
  • SAP
  • Mobile apps such as Mobile Iron
  • ..and many client applications
• Providing hardware trouble-shooting & diagnostic support for:
  • Laptops
  • Desktops
  • Monitors
• For a Subject matter expert, you will be given the following on top of your daily tasks: –
• Subject Matter Expert and trainer for Service Desk Specialists. Constantly analyses incident and service requests processes to help identify Service Desk training opportunities and improvement plans.
• Operates as key escalation point when additional support is needed for complex problem resolution and advanced root cause analysis techniques. Communicates with appropriate party to ensure quick, efficient use of proper resources and at the same time create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Monitors and performs call management on tasks and incidents, ensuring that all tasks and incidents are handled on time and that they are all distributed evenly amongst agents.
• Constantly increases internal knowledge of current applications and systems which will increase FTFR (First Time Fix Rate) for the Service Desk by leveraging through knowledge base, or other training offered to Service Desk Analysts.
• Monitors and takes appropriate action on operational alerts/tasks that are received via email or self service and are addressed in a timely and thorough manner in accordance with established processes that are documented in standard operating procedures.
• Ensure high standards for Service Desk are maintained and identify training/coaching opportunities, ensure that your fellow colleagues are fully trained on how to make the most of the tools at their disposal at the same time ensuring that your fellow colleagues are effectively kept informed of process changes and new priorities.

What are we looking for :

• At least a diploma of any field.
• Able to work on a 12 hours shift pattern
• Proficiency in both written and spoken English
• Good analytical skills, able to think out of the box to determine what is the underlying cause of an issue
• A customer focused mentality and helpful telephone manner is essential.
• Ability to gather and convey information in a professional and appropriate manner to staff at all levels both verbally and in writing.
• An active interest in fault finding, diagnosing issues, finding solutions and furthering own understanding of IT
• Outstanding punctuality, dependability and reliability.
• Applicants must be able to quickly learn new skills in a fast-paced environment and demonstrate an interest in new technologies and processes
• Ability to work and remain calm under pressure with well developed work organisation and prioritisation skills
• Demonstrates accuracy and attention to detail in work
• Flexible and able to react positively and quickly to changing pressures and priorities

The additional skills below will be considered for a Subject Matter Expert role

• Proven track record in supervising a shift period when supervisor is absent.
• Basic understanding and practice of coaching and mentoring
• Outstanding ability to determine and document new troubleshooting steps and processes.
• Knowledge of reporting
• Basic skills for Excel functions and formula.
• Develop, maintain and promote searchable knowledge repositories for customer self help and Helpdesk knowledge sharing to reduce customer calls and promote first time fix

Life at BAE Systems Digital Intelligence 

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day.

By embracing technology, we can interact, collaborate and create together, even when we’re working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance well-being.

Diversity and inclusion are integral to the success of BAE Systems Digital Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds – the best and brightest minds – can work together to achieve excellence and realise individual and organisational potential.

Division overview: Functions

At BAE Systems Digital Intelligence, we pride ourselves in being a leader in the cyber defence industry, and the business could not operate without all the dedicated work of our Functions teams. From Finance & Operations through Communications & Marketing, to HR and Site Operations and more, our Functions teams enable our divisions to implement ground-breaking digital transformations and crucial defence software.

As part of Functions, you will be supporting and partnering with our global business from the backline, being a strategic advisor within your specialist area, and ensuring the business runs smoothly and efficiently. We all have a role to play in defending our clients; and this is yours.