Job Title: Service Desk Analyst (IT Support)
Location: Malaysia, KL
Salary: Up to MYR 5,000/month
Experience: 2+ Years
Joining: Immediate Joiners Preferred
Job Description
We are looking for a Service Desk Analyst with 2+ years of experience in IT support to provide first-level technical support to end users. The ideal candidate should have experience in incident management, ticket handling, troubleshooting, and working with ITSM tools while delivering excellent customer service.
Key Responsibilities
- Provide L1 technical support to users via phone, email, or chat.
- Log, track, and resolve incidents and service requests using ITSM/ticketing tools.
- Perform incident management and troubleshooting for hardware, software, and network-related issues.
- Ensure timely resolution of tickets in line with SLA requirements.
- Escalate unresolved issues to L2/L3 support teams when required.
- Maintain accurate documentation of incidents, resolutions, and procedures.
- Provide on-call support and assist users during critical incidents or outages.
- Deliver excellent customer support and ensure high user satisfaction.
Required Skills
- 2+ years of experience in Service Desk / IT Support / Technical Support roles.
- Experience working with ITSM tools (ServiceNow, Jira, Remedy, or similar ticketing systems).
- Good understanding of incident management and ticketing processes.
- Strong troubleshooting skills for Windows OS, applications, and basic networking issues.
- Excellent communication and customer service skills.
- Ability to work in shift rotations and provide on-call support when required
