IT Level 1 Service Desk Analyst

MVC Resources; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

MVC Resources Malaysia is seeking an IT Helpdesk Analyst to join our local team. The role focuses on delivering Level 1 technical support across desktops, laptops, mobile devices and collaboration tools, ensuring timely incident resolution and adherence to SLAs.

You will handle Microsoft 365 workloads, manage user accounts in Active Directory, assist with device provisioning and software deployments, and collaborate with internal teams to improve service quality and user experience.

Qualifications

• 1+ year of IT service desk or desktop support experience.
• Solid knowledge of Windows OS and Microsoft 365.
• Basic AD, DNS and DHCP concepts.
• Networking fundamentals (routers, switches, firewalls).
• Experience with ITSM tools and remote-support software.
• Certifications are advantageous.
• Good communication and customer service skills.

Responsibilities

• Provide Level 1 support for desktops, laptops, mobile devices, and collaboration platforms.
• Manage incidents and service requests within SLA commitments.
• Provide support for Microsoft 365 applications including Outlook, Teams, SharePoint Online, OneDrive.
• Troubleshoot and administer user accounts, permissions and group memberships in Active Directory.
• Support endpoint lifecycle management, including provisioning and software deployment.
• Diagnose hardware, software, OS, network and peripheral issues and resolve them.
• Provide remote support using tools such as TeamViewer or equivalent.
• Collaborate with IT teams, vendors and service providers to resolve escalations.
• Maintain IT documentation, asset records and procedures.

Skills

Windows OS

Microsoft 365

Active Directory

DNS & DHCP

Networking basics

ITSM tools

Remote support

Tools

TeamViewer

Lansweeper

WSUS

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Provide Level 1 technical support to end users across desktops, laptops, mobile devices and collaboration platforms.
• Manage and resolve incidents, service requests and access requests through the IT Service Management (ITSM) platform within agreed SLAs.
• Provide support for Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive and Microsoft Office applications.
• Troubleshoot and administer user accounts, permissions and group memberships within Active Directory environments.
• Support endpoint lifecycle management, including device provisioning, software deployment, patching, asset management and hardware replacement.
• Diagnose and resolve hardware, software, operating system, network connectivity, printer and peripheral issues.
• Support endpoint management and security solutions such as Microsoft Intune, CrowdStrike and endpoint compliance policies.
• Provide remote technical support using tools such as TeamViewer or similar remote-support platforms.
• Collaborate with internal IT teams, vendors and third-party service providers to resolve escalated technical issues.
• Maintain accurate IT documentation, knowledge articles, asset records and operational procedures.
• Support technology refreshes, infrastructure upgrades, migrations and other IT projects when required.
• Identify recurring technical issues and contribute ideas for process improvements, automation and self-service solutions.
• Monitor user feedback and service trends to help improve the overall IT support experience.
• Ensure all IT activities comply with organisational IT policies, security standards and data protection requirements.

Requirements

Experience & Technical Skills

• Minimum 1 year of relevant IT experience in a service desk, desktop support or IT support environment.
• Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.
• Basic understanding of Active Directory, DNS and DHCP.
• Basic understanding of networking concepts, including routers, switches, firewalls, wireless networks and WAN.
• Experience working with IT Service Management / Service Desk tools.
• Experience with remote-support tools such as TeamViewer or equivalent.
• Familiarity with endpoint management, including desktops/laptops, user profiles and software deployment.
• Exposure to WSUS, enterprise antivirus/endpoint security solutions and asset management tools such as Lansweeper is advantageous.
• Knowledge of Microsoft, VMware or Cisco technologies will be an advantage.
• Relevant Microsoft, VMware, Cisco or other IT certifications will be highly regarded.

Soft Skills

• Strong communication and interpersonal skills with the ability to work effectively with users at different levels.
• Customer-focused with a professional and service-oriented approach.
• Strong analytical, troubleshooting and problem-solving abilities.
• Ability to work effectively as part of a team.
• Proactive approach to escalation, issue reporting and project updates.
• Comfortable supporting wider IT infrastructure and operational projects when required.
• Strong sense of ownership and accountability when managing user issues.