Clarks

Service Desk Analyst – Ops Support

Clarks  •  Kuala Lumpur, MY (Onsite)  •  1 month ago
Apply
AI can make mistakes so check important info. Chat history is never stored.

Job Description

Position Overview:
The IT Service Desk Analyst acts as the first point of contact for technical support within the organization. This role is responsible for providing timely and effective support to internal users for hardware, software, network, and system-related issues. The analyst will troubleshoot problems, escalate when necessary, and ensure high levels of customer satisfaction.

Key Responsibilities:
• Serve as the first point of contact for users seeking technical assistance via the service portal.
• Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
• Record and track all incidents and service requests using the IT service management tool.
• Escalate complex or unresolved issues to appropriate support teams in a timely manner.
• Assist in onboarding/offboarding users, including setting up workstations, email accounts, and access permissions.
• Follow standard operating procedures and contribute to the development and documentation of new processes.
• Maintain and update IT knowledge base articles and support documentation.
• Monitor system alerts and take necessary actions to resolve or escalate.
• Deliver excellent customer service and communicate effectively with users at all technical levels.
• Participate in continuous improvement efforts to enhance service desk efficiency and user experience.
• Monitor batch schedule and triage issues.

Qualifications:
• 1–3 years of experience in a technical support or IT service desk role.
• Strong knowledge of Windows and/or macOS operating systems, Microsoft 365, and common desktop applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with Active Directory, Azure Entra, remote support tools, and ticketing systems (e.g., ServiceNow, Jira, or Assyst).
• Excellent communication, customer service, and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Desired skills but not essential:
• Some experience of scheduling tools such as Tivoli Workload Scheduler (TWS), Control-M or ActiveBatch.
• Linux or Unix scripting skills such as Bash and Regex
• SFTP administration
• Database and SQL basics
Clarks

About Clarks

It began with a flash of inspiration. It was 1825 in the Somerset village of Street and James Clark was busy working at the tannery owned by his brother, Cyrus. Among the sheepskin rugs, the off-cuts and cast-offs were piling up when James had a brainwave: “Slippers!”. And the rest, as they say, is history. A few stitches and a few years later, the sheepskin slipper was born.

It was the very first Clarks shoe and the opening chapter in a remarkable story that continues to unfold to this day. In the decades that have passed since the young Mr. Clark’s eureka moment our shoes have seen social, political and economic revolution. They’ve seen fashions in footwear come and go, and come again – everything from court shoes and winklepickers to wedge heels, sandals and sneakers. They’ve tapped to the beat of crooners, rockers, Britpoppers and hip hoppers. They’ve walked, marched, strode and sashayed through an ever-changing world.

New technology, state-of the-art facilities and our love of shoes means we’re not only the number one shoe brand in the UK. With continuing growth in North America, Western and Eastern Europe, India and China, we’re also the world’s largest casual and smart shoe company and the fourth largest footwear company on the planet.

We’ve come a long way since Cyrus and James Clark and the ‘Brown Petersburg’. But their vision and passion live on in our shoes. You could say we’re following in their footsteps.

Industry
Retail & Ecommerce
Company Size
5,001-10,000 employees
Headquarters
Street, GB
Year Founded
1825
Social Media