Service Desk Analyst

About Persistent:

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 21 sequential quarters of growth with $389.7M in Q1 FY26 revenue, up 3.9% Q-o-Q and 18.8% Y-o-Y growth. Our 25,000+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been named the fastest-growing Indian IT services brand in the Brand Finance India 100 2025 report. We were also cited as a Leader in the ISG Provider Lens™ 2025 for Digital Engineering Services 2025 and the Everest Group Talent Readiness for Next-generation Application Services PEAK Matrix® Assessment 2025

About Position and details:

• Role: Service Desk Analyst
• Location: Malaysia
• REMOTE
• Job Type: Permanent role
• Experience: 4+yrs

Language Skills

• Proficiency in Japanese is required.
• Good command of English is preferred.

Service Desk Analyst – Level 1

Outline of Role:

The IT Service Desk Analyst – Level 1 will provide first line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of end users problems, which may range from straightforward to more complicated technical issues. The successful candidate will require an aptitude to create, modify, etc. access/rights to applications/systems. There is also a range of administration duties within this role.

Responsibilities

• 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones/iPads, Laptops, PCs, and Printers.
• Escalate unresolved calls to the correct support team as described within our corporate knowledge base.
• Receiving, logging, and managing calls from customers end users via telephone, chat, and email.
• Log all calls in the Service Desk Call Logging systems (BT and ServiceNow).
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide insight to call center stats when reached out from management.
• Provide feedback on support documentation to assist our ability to service requests from the customer.
• Basic Active Directory knowledge: viewing user accounts, check groups, etc.
• Basic knowledge of troubleshooting iOS phones and tablets.
• Effective queue and ticket management.
• Packaged Software install using remote access tools (LogMeIn and WS1).
• Use collaboration tools (i.e. Instant Messaging, Outlook, etc.) dealing with daily work.
• Communicate with clients and follow-up on all open and pending tickets.
• Escalate incidents to correct internal resources where necessary.
• Achieve first-call resolution (FCR) in a timely manner.
• Look for service improvement and ticket reduction opportunities.
• Ensure controls and policies are adhered to at all times.
• Maintain technical knowledge to keep up with rapid changes in technology.
• Adhere to current policies and procedures.
• Take a proactive approach to clients requirements and identify recurring problems.
• Share and document ideas, solutions, improvements and process efficiencies with team.

Requirements

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 10 and O365 suite.
• Experience with using and troubleshooting O365 within a network environment (permissions, calendar sharing, and delegation).
• Experience using Microsoft Active Directory (view group memberships, shared drives access, policies, etc.), and Microsoft desktop applications (MS Office Suite, etc.).
• Knowledge of security technology, including local security, network security, application security a plus.
• Proficient with Microsoft Windows 10 and MAC (and newer/future) operating systems.
• Strong customer service, analytical, and problem resolution skills.
• Excellent interpersonal, written, and verbal communications skills at all levels.
• Ability to be a team player, with strong organizational & time management skills.
• Familiarity with Service Now (ITSM) will be an added advantage.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications.
• Opportunity to work with cutting-edge technologies.
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Let's unleash your full potential at Persistent - persistent.com/careers.

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.