Position Overview
We are looking for an experienced Service Desk Analyst to be the first point of contact for end users seeking technical assistance. The role involves logging, triaging, troubleshooting and resolving incidents and service requests within agreed SLAs, while delivering a high standard of customer service. The successful candidate will also escalate complex issues appropriately and contribute to continuous improvement of the support function.
Key Responsibilities
- Act as the first point of contact for IT incidents and service requests via phone, email, chat and the ticketing portal.
- Log, categorise, prioritise and track all tickets in the ITSM tool, ensuring accurate and timely updates.
- Provide first-line and second-line troubleshooting for desktops, laptops, mobile devices, peripherals and common business applications.
- Resolve issues within agreed SLAs, and escalate to resolver groups (L3, network, security, application teams) where needed with clear documentation.
- Perform user account administration: account creation, password resets, access provisioning and permission changes using Active Directory / Azure AD (Entra ID).
- Support Microsoft 365 services including Outlook, Teams, SharePoint and OneDrive.
- Provide remote support using remote desktop tools and assist with onboarding and offboarding of staff.
- Support endpoint setup, imaging, software installation and patch/update activities.
- Troubleshoot basic network connectivity, VPN, Wi-Fi and printer issues.
- Create and maintain knowledge base articles, SOPs and troubleshooting guides.
- Identify recurring incidents and contribute to problem management and root cause analysis.
- Communicate clearly with users on ticket status, outages and planned maintenance.
- Adhere to IT security policies and report suspected security incidents promptly.
Required Qualifications and Skills
- Diploma or Bachelor's degree in Information Technology, Computer Science or a related field (or equivalent experience).
- 3–5 years of hands-on experience in a Service Desk, Helpdesk or IT Support role.
- Solid knowledge of Windows 10/11 and macOS troubleshooting.
- Working knowledge of Active Directory, Azure AD / Microsoft Entra ID and Microsoft 365 administration.
- Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy or Freshservice.
- Understanding of ITIL practices (incident, request, problem and change management).
- Familiarity with TCP/IP, DNS, DHCP, VPN and basic networking concepts.
- Experience with remote support tools and endpoint management platforms (e.g. Intune, SCCM).
- Strong verbal and written communication skills in English; additional languages are an advantage.
- Strong analytical and problem-solving skills, with a patient and customer-focused attitude.
- Ability to work in a fast-paced environment, manage multiple priorities and work in shifts if required.
Preferred / Nice to Have
- ITIL 4 Foundation certification.
- CompTIA A+, Network+, Microsoft MD-102, MS-900 or equivalent certifications.
- Exposure to scripting (PowerShell) for basic automation.
- Experience supporting multinational or multi-site environments.
- Experience with MDM, antivirus/EDR tools and basic cybersecurity awareness.
Key Competencies
- Customer service orientation
- Ownership and accountability
- Time management and SLA awareness
- Teamwork and collaboration
- Clear documentation and communication
- Adaptability and willingness to learn
Performance Measures
- SLA compliance and ticket response/resolution times
- First-call / first-contact resolution rate
- Customer satisfaction (CSAT) score
- Ticket quality and documentation accuracy
- Contribution to knowledge base and process improvement
Pay: RM4,000.00 - RM6,000.00 per month
Application Question(s):
- How many years of Service Desk / IT Support experience do you have?
- Which ITSM tool have you used?
- What is your notice period and expected salary?
Work Location: In person
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