associate desk analyst

Position Overview

The Associate Desk Analyst will handle daily service desk operations, provide user support, and assist with basic software testing activities such as UAT and documentation. This role is suitable for candidates who have 1–2 years of experience in IT support or software testing, and are looking to grow in a supportive technical environment.

Key Responsibilities

1. Service Desk & Support

• Provide first-level (L1) support for system and application issues reported by users.
• Perform troubleshooting and escalate complex issues to the appropriate technical teams.
• Record, update, and track support tickets to ensure issues are resolved within agreed SLA.

• Maintain and update documentation such as knowledge base articles, guides, and SOPs.

• Testing & Quality Assurance

• Assist with User Acceptance Testing (UAT), functional testing, and regression testing.

Prepare and execute test cases and record testing results.

• Identify, log, and document defects or inconsistencies for review.

• Support verification of new system features before deployment.

• Reporting & Continuous Improvement

• Generate simple reports on common issues, ticket performance, and testing outcomes.

• Provide input for process improvements to enhance user experience and operational efficiency.

Requirements

Minimum Qualifications

• Bachelor's Degree in Information Technology (IT), Computer Science, ICT, Information Systems, Software Engineering, or any related field in information technology.

Experience

• 1–2 years of experience in IT Support, Service Desk, or Software Testing (UAT/QA).

Skills & Knowledge

• Basic understanding of testing processes (UAT, test cases, defect logging).
• Practical troubleshooting skills and knowledge of service desk workflows.
• Good communication, teamwork, and problem-solving abilities.
• Able to use Excel/Google Sheets for simple reporting.

Added Advantage

• Experience with ticketing or testing tools (e.g., JIRA, ServiceNow, TestRail).
• Basic knowledge of SQL or scripting.
• Experience supporting internal system enhancements or small testing projects.

Why Join Us

• Growth opportunities in IT Support, QA/Testing, and system operations.
• A collaborative and supportive working environment.
• Exposure to both technical support and software testing, offering a balanced skill set.

Job Types: Full-time, Permanent, Fresh graduate

Pay: RM2, RM3,000.00 per month

Work Location: In person