Service Desk Analyst

Key Responsibilities:

• Act as the primary point of contact for end users seeking technical support through email, instant messaging, or face-to-face interactions.
• Participate in a rotating shift schedule (every two weeks) to cover both the KL and US locations.
• Deliver prompt and precise technical assistance, troubleshooting, and resolution for hardware, software, network, and system-related issues.
• Address user inquiries, diagnose problems, and guide users through clear, step-by-step solutions.
• Refer complex issues to the relevant IT personnel and work in collaboration with other teams to ensure timely issue resolution.
• Document, monitor, and track user incidents and requests via a ticketing system, maintaining accurate and comprehensive records of all interactions and solutions.
• Ensure a high level of customer satisfaction through professional communication, personalized service, and follow-up on resolved issues.
• Facilitate user training sessions and provide guidance on the effective use of technology tools, including hardware and software.
• Work closely with IT team members to identify recurring technical issues and assist in the creation of knowledge base articles and standard operating procedures.
• Keep abreast of technology advancements, industry trends, and best practices relevant to IT service desk support.
• Contribute to the ongoing enhancement of IT service desk processes, workflows, and service delivery by proposing ideas to improve user experience and operational efficiency.

Required Qualifications:

• Exceptional communication skills (both written and verbal) in English are essential.
• A bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred.
• Demonstrated experience in an IT service desk or help desk environment.
• Comprehensive technical knowledge of computer hardware, operating systems, software applications, networks, and troubleshooting techniques.
• Proficiency in supporting macOS, Microsoft Windows, and commonly used business applications.
• Familiarity with troubleshooting office network issues.
• Knowledge of IT service management (ITSM) principles and best practices.
• Strong problem-solving abilities with a knack for efficiently analyzing and resolving technical issues.
• Excellent customer service capabilities and a commitment to providing high-quality support.
• Effective communication skills, both verbally and in writing, allowing for the translation of technical concepts to non-technical users.
• Able to work independently as well as collaboratively in a fast-paced, deadline-driven environment.

Preferred Qualifications:

• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional (MCP) are advantageous.
• Experience with Jira Service Management.
• Proficiency in using Confluence for documentation and knowledge management.
• Extensive experience in managing and troubleshooting macOS devices.
• Familiarity with tools such as JumpCloud, Slack, and Google Workspace.
• Understanding of GitHub operations.

Our Core Values

We prioritize growth-oriented and collaborative individuals who demonstrate high learning agility and embody our core values of teamwork, customer-centricity, and innovation. Every member of the MoneyLion Team is dedicated to fintech and fully committed to helping us achieve our mission.

MoneyLion is dedicated to providing equal employment opportunities to all employees. All decisions made regarding our employees are based on merit, competence, and performance, free from discrimination. We strive to create a team that reflects diverse backgrounds, perspectives, and skills, ensuring that everyone feels included and valued. We are committed to harnessing the full potential of diversity and encourage you to bring your authentic self to work every day.