IT Service Desk Analyst

K3 Advisory Group is a UK professional services firm with 1,200+ staff spanning corporate finance, tax, restructuring and insolvency, legal, financial planning and technology-enabled advisory services.

The Malaysia Tech Hub delivers group-wide IT operations, supporting multiple entities and time zones whilst balancing pace and capability with strict governance, security, audit and confidentiality standards.

Role Purpose

Deliver responsive first-line IT support and maintain accurate, auditable control of hardware and software assets across the K3 Group. Act as the critical link between users, Tier 2 support, external providers and IT leadership to ensure consistent service delivery, rapid resolution and regulatory compliance across multiple subsidiaries and time zones.

The team operate on a shift basis, working an 8 hour day with the earliest start 9am and latest finish 11pm (all times local to Kuala Lumpur).

Key Responsibilities

• Act as first point of contact (Level 1) for IT incidents and service requests; triage, log and prioritise tickets in line with SLAs; escalate to Level 2, infrastructure and external providers as required.
• Provide remote support for hardware, software, Microsoft 365 (Outlook, Teams, SharePoint, Entra ID) and business applications including Turnkey IPS and Virtual Cabinet.
• Manage user account lifecycle: provisioning, access changes and de-provisioning in line with Access Control Policy and least-privilege principles.
• Own and maintain the IT asset register; manage procurement, asset allocation, transfer, refresh scheduling and secure disposal. Conduct periodic audits and reconcile discrepancies.
• Track software licence entitlements across subsidiaries; flag over-use, under-use or renewal dates to mitigate compliance and budget risk.
• Support new-starter onboarding and leaver offboarding; maintain service desk knowledge base; produce ticket metrics reports.
• Apply Information Security Policy, Access Control Policy and Data Protection standards in all activities. Escalate suspected incidents or breaches promptly to IT leadership.
  
  

Required Experience & Skills

• 2+ years in IT support or service desk role, ideally within professional services, financial services or multi-entity environments.
• Hands-on experience with Microsoft 365 administration (Entra ID, Exchange Online, Teams, SharePoint, Intune or equivalent MDM).
• Proven ability to manage an IT asset register and track full hardware and software lifecycle.
• Working knowledge of ITSM platforms (Halo or similar); ticket management, SLA monitoring, reporting.
• Exposure to ISO 27001, Cyber Essentials or comparable information security frameworks.
• Relevant certifications: CompTIA A+, ITIL Foundation, Microsoft (MS-900, MD-102).
• Strong written and verbal English communication; ability to explain technical issues clearly to non-technical staff.
• Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
• Patience and the ability to remain calm under pressure.
• Methodical documentation and record-keeping; meticulous attention to detail.
• Comfortable working across time zones and supporting UK-based stakeholders during overlapping hours.