About Clone & Freemen
At Clone & Freemen, we are a Next-Gen MSP+ redefining managed services through the fusion of service management, infrastructure operations, cybersecurity, and governance.
We empower global brands and manufacturers to operate securely, stay compliant, and innovate faster through automation and digital transformation. We're now looking for a Workspace / ServiceDesk Analyst to join our growing digital operations team.
About the Role
As a Workspace / ServiceDesk Analyst, you are the front line of employee productivity. You ensure that every member of the organization has seamless access to the devices, applications, and tools they need to do their best work. You will troubleshoot hardware, support critical business applications, and manage user access—all while delivering an exceptional employee experience.
This role is perfect for someone who enjoys variety, loves solving problems, and wants to build a career in modern IT operations.
Key Responsibilities:
End-User Hardware Support
- Provide first-level support for laptops, desktops, monitors, printers, and other end-user devices
- Troubleshoot hardware issues and perform basic repairs or coordinate with vendors for warranty replacements
- Set up and configure new devices for employees
Business Application Support
- Support critical business applications
- Troubleshoot application errors, performance issues, and access problems
- Escalate complex application issues to L2/L3 or application specialists as needed
Identity & Access Management
- Reset Active Directory (AD) passwords and unlock user accounts
- Manage password resets for various business applications
- Assist with user provisioning and access requests following established procedures
Modern Workplace Platform Support
- Provide basic support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Assist users with collaboration tools and productivity software
- Document common issues and solutions in the knowledge base
User Experience & Communication
- Communicate clearly and professionally with end users at all levels
- Set proper expectations around resolution times and next steps
- Contribute to a positive, helpful support culture
Documentation & Knowledge Sharing
- Document troubleshooting steps and resolutions in the ticketing system
- Contribute to internal knowledge base articles for common issues
- Share knowledge with team members during regular meetings
Requirements:
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- 0–2 years in an IT support or service desk role (fresh graduates are welcome to apply)
- Basic understanding of laptops, desktops, printers, and peripherals
- Familiarity with Windows 10/11 (basic macOS knowledge is a plus)
- Basic familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Understanding of Active Directory fundamentals (password resets, account unlocking)
- Logical approach to troubleshooting and issue resolution
- Excellent communication skills in English and Chinese (spoken and written)
- Strong coordination skills across teams and stakeholders
- Patient, empathetic, and user-first mindset
