At Talion, we provide a leading cyber security service to our customers. We rely upon our Service Support Analysts to provide technical support to our users and customers, providing a contact that is professional, courteous and delivers confidence in Talion and its ability to service our customer’s needs.
Specifically, we are searching for someone who brings fresh ideas, and enjoys collaborating with cross-functional teams to support real-world solutions and provide positive user experiences with every interaction. The ideal candidate would have relevant support experience with O365 products and a desire to learn new technologies and develop in their role.
Responsibilities
As a Service Support Analyst, you will be part of a dynamic team of professionals based in Kuala Lumpur providing 1st and 2nd line support for our services. Your core responsibilities would include but not limited to:
Objectives of this Role
Provide support and maintenance to our end users and their applications and equipment
Be the initial point of contact for customers facing technical challenges
Work with our engineering teams to deliver the efficient and effective operation of the technology platforms that underpin our services
Work within ITIL aligned-processes –Incident, Request, Problem and Change Management
Undertake continuous service improvement reviews and feed these back to the Head of Support
Strong communication skills are essential, ensuring that stakeholders are well-informed and understand the impact of current issues
Desirable skills and qualifications
Azure and O365 experience
Basic Linux Experience
ITIL v3 or V4 certification to at least foundation level an advantage
Exposure to ITSM toolset (ideally Servicenow)
Microsoft Endpoint Manager (Intune) experience an advantage