- Location
- Kuala Lumpur, Exchange 106, Malaysia
- Workplace
- Onsite
- Type
- Full-time
- Seniority
- Entry
- Education
- Bachelor
- Source
- Workday
Description
About the Role
Join Accenture as a Service Desk Analyst, where you will play a key role in delivering high-quality IT support and service management solutions. You will be responsible for providing first-level technical support, resolving user issues, and ensuring an excellent end-user experience while supporting business operations across the region.
This role requires proficiency in Indonesian as it involves regular communication with Indonesian-speaking users and stakeholders.
Key Responsibilities
Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
Log, categorize, prioritize, and track incidents and service requests in accordance with established service management processes.
Diagnose and troubleshoot hardware, software, network, and application-related issues, escalating complex cases when necessary.
Monitor service desk queues and ensure incidents are resolved within agreed service level targets.
Provide clear and professional communication to users regarding issue status, resolutions, and service updates.
Collaborate with cross-functional teams to support incident resolution and continuous service improvement initiatives.
Analyze recurring issues and recommend process improvements to enhance service desk efficiency and user satisfaction.
Maintain accurate documentation of incidents, resolutions, and knowledge base articles
Job Qualifications
Diploma or Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field.
Experience in Service Desk, IT Support, Help Desk, or Technical Support environments.
Understanding of IT Service Management (ITSM) processes and ticketing tools.
Strong problem-solving and troubleshooting skills.
Ability to manage multiple tasks in a fast-paced environment.
Excellent customer service and communication skills.
Proficiency in Indonesian is required as this role involves regular communication with Indonesian-speaking users and stakeholders.
Willingness to work in rotational shifts, including weekends and public holidays, if required.
Familiarity with ITIL principles and service management frameworks.
Experience with incident management and request fulfillment processes.
Knowledge of Windows operating systems, Microsoft Office applications, and basic networking concepts.
Exposure to enterprise ticketing tools such as ServiceNow, Remedy, or similar platforms.
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
