Job Description

Job Title:

Service Desk Analyst

Location:

[Insert Location]

Job Type:

Full-time, Permanent

Purpose of the Role

The

Service Desk Analyst

serves as the first point of contact for IT support, assisting users with technical issues and service requests. This role is critical in ensuring smooth IT operations by troubleshooting hardware and software problems, managing user accounts, and adhering to global IT standards. The analyst will also contribute to process improvements, maintain data security, and help reduce operational risks.

Key Responsibilities

Act as the first line of support for IT-related issues and service requests. Troubleshoot daily hardware, software, and network problems. Apply ITIL processes (Incident, Change, Problem, Request Fulfillment) in support operations. Install, configure, test, and maintain hardware and software systems. Manage tools such as Azure, Active Directory, and Google Workspace (G-Suite). Log all support cases in the ticketing system and ensure timely resolution. Stay updated with new technologies and ensure compliance with IT policies. Provide basic IT training and support to end-users. Collaborate with vendors and global teams for issue resolution. Maintain up-to-date technical documentation and standard operating procedures. Review incident and service request reports, identify trends, and recommend improvements. Suggest automation initiatives (basic scripting skills are a plus).

Qualifications

Degree in IT, Computer Science, or related field. Certifications such as ITIL, CompTIA A+, or Microsoft certifications are an advantage. Strong English communication skills (written and spoken).

Experience Required

3-5 years' experience in IT support or service desk roles, preferably in a global organization. Proven skills in troubleshooting technical issues and using support ticketing systems. Experience with remote support tools and a strong customer service mindset.

Technical Skills

Proficient in Windows OS, Google Workspace, Office 365, Azure, and Active Directory. Knowledge of networking fundamentals (TCP/IP, DNS, VPN). Strong troubleshooting abilities for both hardware and software. Excellent problem-solving and multitasking capabilities. Effective communication and listening skills; strong team player. Willingness to learn and adapt to evolving technologies.

Bonus Skills (Preferred)

Experience with cloud-based tools and platforms. Knowledge of IT security best practices. Familiarity with ITSM and ITIL frameworks. Experience with device management tools such as Microsoft Intune.
Job Types: Full-time, Permanent

Pay: RM3,300.00 - RM5,000.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Application Question(s):

How many years of experience do you have related to the mentioned role? What is your expected salary? How soon will you be able to join us if have been selected?
Work Location: In person