Service Desk Analyst
Description
Salary: RM 2,500 – RM 3,500 per month
We are hiring a Service Desk Analyst to provide first-line technical assistance to our customers and support the daily operations of our managed IT services.
You will receive and investigate reported IT problems, respond to service requests, perform initial system checks, monitor infrastructure alerts and coordinate with Level 2 engineers whenever an issue requires advanced technical support.
This opportunity is suitable for individuals who enjoy solving technical problems, helping customers and developing their knowledge of enterprise IT infrastructure, cloud services, networking and cybersecurity.
Key Responsibilities
Service Desk Operations and Ticket Management
Receive customer incidents and service requests through telephone, email, ticketing platforms and approved communication channels.
Record each request with the appropriate classification, priority and supporting information.
Investigate reported problems and carry out troubleshooting within the responsibilities of Level 1 support.
Keep ticket histories complete, including diagnostic steps, findings, customer updates and resolutions.
Track unresolved requests, follow up on pending actions and maintain visibility of ticket progress.
Refer issues requiring advanced investigation to Level 2 engineers, providing sufficient diagnostic information.
Work within agreed Service Level Agreements (SLAs) and established escalation procedures.
Keep customers informed throughout the support process.
End-User IT Support
Diagnose common problems affecting Windows 10/11 computers and laptops.
Assist users experiencing difficulties with Microsoft 365, Outlook, Teams and email services.
Carry out authorised password resets, user account updates and basic access administration.
Provide initial support for Active Directory and Microsoft Entra ID accounts.
Investigate routine software, printing, peripheral and workstation problems.
Help users resolve basic VPN and remote connectivity issues.
Deliver remote assistance through company-approved support applications.
Infrastructure and Network Monitoring
Observe infrastructure and network health through the organisation's monitoring platforms.
Conduct preliminary checks when alerts involve servers, networks, firewalls, backups or endpoints.
Recognise service disruptions and conditions that may affect customer operations.
Use approved monitoring procedures and operational runbooks when responding to alerts.
Refer critical notifications to Level 2 engineers or the appropriate technical team.
Document alert investigations, observations and actions in the ticketing system.
Support routine infrastructure health checks and monitoring tasks.
Customer Communication and Service Quality
Respond to customer enquiries with courtesy, clarity and professionalism.
Ask appropriate questions to understand the reported issue and its operational impact.
Guide users through troubleshooting steps using language they can understand.
Provide regular updates when investigations remain in progress.
Maintain a helpful and service-focused approach.
Handle complaints and urgent technical situations patiently and professionally.
Information Security and Compliance
Identify suspicious behaviour, security notifications and possible cybersecurity incidents.
Report potential security concerns through established escalation channels.
Comply with company security requirements and customer confidentiality obligations.
Safeguard passwords, customer information and system access.
Use approved administrative and remote-access procedures.
Follow incident, escalation and change-management controls.
Technical Documentation and Knowledge Sharing
Ensure ticket records are complete, accurate and understandable.
Capture troubleshooting steps and solutions for future reference.
Contribute useful information to the internal knowledge base.
Work according to documented Standard Operating Procedures (SOPs).
Participate in training sessions and technical knowledge-sharing activities.
Suggest practical improvements to service desk processes and efficiency.
Teamwork and Daily Operations
Collaborate with Level 2 analysts, Level 3 engineers and other technical specialists.
Attend operational discussions and participate in shift handovers.
Communicate unresolved tickets and important incidents to the next shift.
Remain accountable for assigned tickets until they are resolved or formally handed over.
Support shift-based schedules, standby arrangements or after-hours duties when required.
Undertake other relevant service operations responsibilities assigned by management.
Job Requirements
Diploma or Bachelor's Degree in Information Technology, Computer Science, Networking, Cybersecurity or a related discipline.
Fresh graduates with sound IT fundamentals are welcome to apply.
Up to 2 years of experience in IT support, Service Desk, Helpdesk, NOC or a similar technical support environment is advantageous.
Basic familiarity with Windows operating systems, Microsoft Office and Microsoft 365.
Fundamental understanding of computer hardware, software and troubleshooting techniques.
Basic networking knowledge covering TCP/IP, DNS, DHCP, LAN and Wi-Fi.
Familiarity with Active Directory and user administration is an advantage.
Good analytical thinking and problem-solving ability.
Effective verbal and written communication in English and Bahasa Malaysia.
Positive customer-service attitude and interpersonal skills.
Interest in learning new technologies and working with documented procedures.
Ability to manage assigned responsibilities independently while contributing to a team.
Willingness to work shifts, weekends or public holidays when required by operations.
Added Advantages
Applicants with knowledge, training or certifications involving the following technologies will have an advantage:
Microsoft 365 and Windows Server
Active Directory and Microsoft Entra ID
ITIL Foundation
CompTIA A+, Network+ or Security+
Basic networking and firewall technologies
VMware or Microsoft Hyper-V
Remote Monitoring and Management (RMM) platforms
IT service management and ticketing applications
Endpoint security and introductory cybersecurity monitoring
Managed Service Provider (MSP) operations