APAC IT Service Desk Analyst – First-Contact Support

Nufarm; Kuala Lumpur; On-site; MYR 45,000 - 65,000; Full time

Job summary

Nufarm is seeking a Service Desk Analyst to provide customer-focused IT support across the APAC region from its Malaysia-based team. You will be the first point of contact for incidents and requests, delivering professional support and ensuring effective resolution.

You will troubleshoot Microsoft 365 and workplace technologies, escalate complex issues appropriately, and maintain accurate ticket documentation while collaborating with regional and global IT teams.

Qualifications

• Experience in a Service Desk, Help Desk, or first-line IT support role.
• Strong customer service and communication skills with fluent English language capability.
• Experience managing incidents and service requests within defined SLAs.
• Familiarity with IT Service Management (ITSM) tools and ticket management processes.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise work effectively and manage multiple requests simultaneously.
• Strong attention to detail with a focus on ticket quality and accurate documentation.
• Ability to work collaboratively 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 support channels.
• Resolve incidents and requests at first contact wherever possible to minimise business disruption.
• Troubleshoot and support Microsoft 365 applications, endpoint devices, and workplace technologies.
• Escalate complex incidents to local support teams or specialist groups, ensuring complete and accurate handovers.
• Maintain high-quality ticket records that support reporting, analysis, and efficient downstream resolution.
• Communicate clearly with users throughout the support lifecycle, providing timely updates and managing expectations.
• Monitor and manage service requests in accordance with agreed Service Level Agreements (SLAs).
• Contribute to knowledge sharing, documentation, and continuous improvement initiatives within the Service Desk function.
• Collaborate with Local Support Analysts, IAM teams, UEM Regional Leads, and other Enterprise IT teams to deliver a consistent user experience.

Skills

Service Desk

Help Desk

ITSM tools

Incident management

Customer service

English fluency

SLA adherence

Troubleshooting

Documentation

Cross-functional collaboration

Tools

ITSM tools

Microsoft 365

Job description

Nufarm is seeking a Service Desk Analyst to provide customer-focused IT support across the APAC region from its Malaysia-based team. You will be the first point of contact for incidents and requests, delivering professional support and ensuring effective resolution.

You will troubleshoot Microsoft 365 and workplace technologies, escalate complex issues appropriately, and maintain accurate ticket documentation while collaborating with regional and global IT teams.