IT Level 1 Service Desk Analyst

MVC Resources; Shah Alam; On-site; MYR 42,000 - 60,000; Full time

Job summary

MVC Resources is seeking a Level 1 IT Support specialist in Shah Alam, Malaysia. You will assist end users across desktops, laptops, and mobile devices, and handle incidents, service requests, and access requests via the ITSM platform.

You will support Microsoft 365 applications, manage user accounts in Active Directory, and help with endpoint provisioning, software deployment, and asset management. A collaborative team environment and opportunities to contribute to IT projects are offered.

Qualifications

• Minimum 1 year of relevant IT service desk or desktop support experience.
• Good working knowledge of Windows OS and Microsoft 365.
• Basic understanding of Active Directory, DNS and DHCP.
• Basic networking concepts: routers, switches, firewalls, wireless, WAN.
• Experience with IT Service Management tools.
• Experience with remote-support tools like TeamViewer.
• Familiarity with endpoint management and software deployment.
• Exposure to Lansweeper is advantageous.
• Knowledge of Microsoft, VMware or Cisco technologies is an advantage.
• Relevant certifications will be highly regarded.

Responsibilities

• 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 ITSM platform within agreed SLAs.
• Provide support for Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive and 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.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Remote support

Endpoint management

TeamViewer

VMware

Cisco technologies

Tools

Lansweeper

TeamViewer

WSUS

Antivirus solutions

Job description

• 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.