APAC IT Service Desk Analyst — Customer-Focused Support

Nufarm Malaysia Sdn Bhd; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Insurance coverage

5-day work week

Job summary

Nufarm Malaysia Sdn Bhd is seeking a customer-focused Service Desk Analyst (APAC) to join the Global Enterprise IT team in Malaysia. Be the first contact for IT support across the Asia Pacific region, ensuring fast, professional, and effective technology support and a positive user experience.

You will work with Service Desk Team Lead and regional IT teams to uphold high service standards, resolve incidents efficiently, and support Microsoft 365, endpoint devices, and workplace technologies in a

Qualifications

• Experience in a Service Desk or first-line IT support role.
• Fluent English with strong communication skills.
• Experience managing incidents and service requests within defined SLAs.
• Familiarity with IT Service Management (ITSM) tools and ticket processes.
• Strong troubleshooting and problem‑solving abilities.
• Ability to prioritise work and manage multiple requests.
• Attention to detail and thorough ticket documentation.
• Ability to collaborate across regional and global teams.

Responsibilities

• Act as the first point of contact for IT incidents and service requests across the APAC region.
• Deliver prompt, professional, and customer-focused support through approved channels.
• Resolve incidents at first contact whenever possible to minimise disruption.
• Troubleshoot and support Microsoft 365 apps, endpoint devices, and workplace tech.
• Escalate complex issues to local or specialist teams with clear handovers.
• Maintain high-quality ticket records to support reporting and resolution.
• Communicate updates clearly with users throughout the lifecycle.
• Monitor service requests in line with SLAs.
• Contribute to knowledge sharing and continuous improvement in Service Desk.

Skills

Service Desk experience

Customer service

Incident management

ITSM tools

Troubleshooting

Prioritisation

Ticket documentation

Team collaboration

Tools

ITSM tools

Job description

Nufarm Malaysia Sdn Bhd is seeking a customer-focused Service Desk Analyst (APAC) to join the Global Enterprise IT team in Malaysia. Be the first contact for IT support across the Asia Pacific region, ensuring fast, professional, and effective technology support and a positive user experience.

You will work with Service Desk Team Lead and regional IT teams to uphold high service standards, resolve incidents efficiently, and support Microsoft 365, endpoint devices, and workplace technologies in a