Service Desk Analyst

Due to continued growth, we are seeking a Service Desk Analyst to join our Asia‑Pacific IT team. This role provides Level 1 and Level 2 technical support to end users across the region, working closely with the infrastructure, applications, and wider IT teams to ensure timely resolution of incidents and service requests.

The Service Desk Analyst will act as a key point of contact for IT support, ensuring a high standard of customer service while maintaining operational excellence.

This role will be based in Malaysia and reports to the Service Delivery Manager.

Responsibilities include (but are not limited to):

• Act as the first point of contact for end users seeking IT support via the service desk ticketing system
• Provide Level 1 and Level 2 support for desktop, laptop, application, and basic infrastructure issues
• Log, track, prioritise, and resolve incidents and service requests in accordance with SLAs
• Escalate complex issues to relevant infrastructure or application teams where required
• Support day‑to‑day user activities, including onboarding/offboarding, account access, and device setup
• Assist with the rollout of IT initiatives, system changes, and upgrades, ensuring smooth transition to BAU support
• Maintain accurate documentation of procedures, solutions, and known issues
• Ensure adherence to IT operational processes, security standards, and internal policies
• Provide ad‑hoc after‑hours or weekend support when required to meet business needs

Knowledge and Experience

• Diploma, tertiary, or professional qualification in Information Technology or Computer Science
• Minimum 2–3 years of experience in an IT service desk or end‑user support role
• Strong working knowledge of Microsoft Windows, Microsoft 365, and end‑user devices
• Familiarity with ticketing systems, ITIL‑based service desk processes, and incident management
• Exposure to cloud technologies, basic networking, or virtualisation is advantageous
• Experience supporting users across multiple locations or regions is preferred
• Strong customer service mindset with excellent verbal and written communication skills
• Ability to work independently as well as collaboratively within a team environment

Kindly note that only shortlisted applicants will be contacted.