Job Description

Job Title:

Service Desk Analyst

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 ensures smooth IT operations by troubleshooting hardware and software problems, managing user accounts, and adhering to global IT standards. The analyst also contributes to process improvements, data security, and risk reduction.

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. Manage IT tools including

Azure, Active Directory, and Google Workspace (G-Suite)

. Log all support cases in the ticketing system and ensure timely resolution. Stay updated on emerging technologies while ensuring compliance with IT policies. Provide basic IT training and support to users. Collaborate with vendors and global IT teams to resolve issues. Maintain accurate technical documentation and standard operating procedures. Review IT reports, identify recurring issues, and recommend improvements. Suggest and implement automation opportunities (basic scripting is an advantage).

Qualifications

Bachelor's degree in

IT, Computer Science, or a related field

. Certifications such as

ITIL, CompTIA A+, or Microsoft certifications

are an advantage. Strong communication skills in

English (written and spoken)

.

Experience Required

3-5 years of experience in IT support or service desk roles (preferably in a global company). Proven skills in troubleshooting technical issues and using support ticket systems. Experience with

remote support tools

and delivering strong customer service.

Technical Skills

Solid knowledge of

Windows OS, Google Workspace, Office 365, Azure, and Active Directory

. Familiarity with networking concepts (

TCP/IP, DNS, VPN

). Ability to quickly troubleshoot and resolve technical problems. Strong

problem-solving, multitasking, and communication

skills. Team player with a willingness to learn and adapt to new technologies.

Bonus / Preferred Skills

Experience with

cloud-based tools

. Knowledge of

IT security principles

. Familiarity with

ITSM and ITIL frameworks

. Experience using

device management tools (e.g., 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