Global IT Service Desk Analyst

9 hours ago

Kuala Lumpur, Malaysia Miki Travel Sdn Bhd Full time

**Job Title: Service Desk Analyst**

**Purpose of the Role**:
The Service Desk Analyst acts as the first point of contact for IT support, helping users with technical issues and service requests. This role ensures IT systems run smoothly by troubleshooting hardware and software problems, managing user accounts, and following global IT standards. The analyst also works on improving processes, ensuring data security, and reducing risks.

**Key Responsibilities**:

- Be the first line of support for IT-related issues and requests.
- Troubleshoot daily hardware, software, and network problems.
- Use ITIL processes (Incident, Change, Problem, Request Fulfillment) for support operations.
- Install, test, and maintain hardware and software.
- Manage tools like Azure, Active Directory, and Google Workspace (G-Suite).
- Log all support cases in the ticketing system and ensure they’re resolved on time.
- Stay updated with new technologies and ensure compliance with IT policies.
- Provide basic IT training and support to users.
- Work closely with vendors and global teams for issue resolution.
- Keep technical documentation and standard procedures up to date.
- Review reports, spot trends, and recommend improvements.
- Suggest automation ideas (basic scripting is a bonus).

**Qualifications**:

- Degree in IT, Computer Science, or related field.
- Certifications like ITIL, CompTIA A+, or Microsoft certifications are a plus.
- Strong English communication skills (written and spoken).

**Experience Required**:

- 3-5 years in IT support or service desk roles (preferably in a global company).
- Skilled in solving technical issues and using support ticket systems.
- Experience with remote support tools and good customer service.

**Technical Skills**:

- Solid knowledge of Windows OS, Google Workspace, Office 365, Azure, and Active Directory.
- Familiar with networking (TCP/IP, DNS, VPN).
- Able to troubleshoot and fix technical issues quickly.
- Strong problem-solving and multitasking abilities.
- Team player with excellent communication and listening skills.
- Willingness to learn and adapt to new technologies.

**Bonus Skills (preferred)**:

- Experience with cloud-based tools.
- Knowledge of IT security.
- Familiarity with ITSM and ITIL framework.
- Experience with device management tools like Microsoft Intune.

**Job Types**: Full-time, Permanent

Pay: RM3,300.00 - RM5,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Application Question(s):

- How many years of experience do you have related to the mentioned role?
- What is your expected salary?
- How soon will you be able to join us if have been selected?

Work Location: In person

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