IT Service Desk Analyst

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Qboyd software solutions Full time

Job Description: IT Service Desk Analyst (Cantonese Speaking)

Employment Type: Permanent

Location: Kuala Lumpur

Experience: 1+ Years

Languages Required: Cantonese (must), Mandarin, English

Willingness to work 24x7 rotational shifts, including public holidays. Shift allowance and replacement time off will be provided.

Position Overview

We are seeking a dedicated IT Service Desk Analyst to join our team in Kuala Lumpur. The ideal candidate will have at least 1+ years of experience in IT support or service desk operations and must be proficient in Cantonese, with the ability to also communicate in Mandarin and English. This role involves providing first-level technical support, resolving user issues, and ensuring high-quality customer service in a fast-paced environment.

Key Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.

  • Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow, BMC Remedy).

  • Perform initial diagnosis and troubleshoot issues related to:

  • Password resets and account access

  • Email and collaboration tools

  • Operating systems and basic hardware

  • Network connectivity (Wi-Fi, VPN)

  • Standard applications (e.g., Microsoft Office, web browsers)

  • Escalate unresolved issues to Level 2/Level 3 support teams according to defined SLAs.

  • Monitor open tickets and ensure timely follow-up, updates, and closure.

  • Maintain accurate documentation of interactions, incidents, and resolutions.

  • Provide clear communication and status updates to users regarding ticket progress.

  • Follow knowledge base articles, SOPs, and ITIL-aligned processes for consistent service delivery.

  • Participate in shift rotations, including weekends and public holidays, as required.

  • Ensure excellent customer service and maintain a professional, user-focused approach.

Required Qualifications & Skills

  • Diploma or Degree in Computer Science, Information Technology, or a related field.

  • Minimum 1+ years of working experience in IT support or service desk roles.

  • Basic understanding of IT infrastructure, systems, and troubleshooting techniques.

  • Familiarity with ITIL practices (advantageous).

  • Strong communication and interpersonal skills.

  • Good analytical and problem-solving abilities.

  • Customer-oriented mindset with the ability to thrive in a fast-paced, team-oriented environment.

*

  • Language proficiency:

  • Cantonese (must – spoken and written)

  • Mandarin

  • English

Job Types: Full-time, Permanent

Pay: RM6, RM9,000.00 per month

Work Location: In person

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