IT Service Desk Analyst

TENTACLE SSO SDN BHD; Bayan Lepas; On-site; MYR 33,000 - 61,000; Full time

Job summary

Tentacle Tech in Malaysia is seeking a junior IT Service Desk Analyst (L1) to be the single point of contact for IT-related issues and provide first-level support to end users. The role focuses on efficient ticket logging, resolution, and clear communication in a dynamic environment.

The successful candidate has a IT-related Diploma or higher with 1–2 years of L1 experience, strong knowledge of M365, Active Directory, and Office applications, and familiarity with ServiceNow.

Qualifications

• Diploma or higher in IT with 1–2 years of L1 service desk experience.
• Strong knowledge of M365, Active Directory, and Microsoft Office applications.
• Experience with ServiceNow or similar ITSM ticketing tools.
• Familiarity with incident vs. problem management concepts, OSI layers, and Outlook cache.
• Proficient in English with strong interpersonal and telephone communication skills.
• Willing and able to work standard office hours as well as shift hours onsite.

Responsibilities

• Provide first-level technical assistance and troubleshooting support to users via phone, email, or fax.
• Log, manage, and resolve helpdesk tickets using ServiceNow, maintaining accurate records and ticket classifications.
• Act as the single point of contact for IT-related problems and queries, escalating where necessary.
• Submit daily, weekly, and monthly helpdesk reports to the team leader.
• Maintain a strong customer focus and handle all user interactions with openness, honesty, and respect.
• Continuously drive quality improvement within your job function and work effectively within a team in a pressurized environment.

Skills

M365

Active Directory

ServiceNow

Incident management

OneDrive

SharePoint

OST

English communication

Office applications

Education

Diploma in IT

Tools

MS Office

Job description

Tentacle Tech is an IT and software development consulting company serving some of Malaysia's largest enterprises. We deliver technology solutions, software development services, and IT consulting across multiple industries. We are looking for a talented professional to join our growing team in the technology sector.

The Role:

This is an exciting contract opportunity for a junior IT professional to step into a dynamic Service Desk Analyst (L1) position, acting as the single point of contact for IT-related issues and queries, and delivering responsive, high-quality first-level technical support to end users across the organization.

What You'll Do:

• Provide first-level technical assistance and troubleshooting support to users via phone, email, or fax
• Log, manage, and resolve helpdesk tickets using ServiceNow, maintaining accurate records and adhering to ticket severity classifications (P1–P4)
• Act as the single point of contact for all IT-related problems and queries, escalating where necessary
• Submit daily, weekly, and monthly helpdesk reports to the team leader
• Maintain a strong customer focus and handle all user interactions with openness, honesty, and respect
• Continuously drive quality improvement within your job function and work effectively within a team in a pressurized environment

What We're Looking For:

• Diploma or higher in an IT-related discipline with 1–2 years of L1 service desk or technical support experience
• Solid working knowledge of M365, Active Directory, and Microsoft Office applications
• Experience with ServiceNow or similar ITSM ticketing tools
• Familiarity with incident management vs. problem management concepts, OSI layers, and Outlook cache exchange mode
• Understanding of OneDrive vs. SharePoint, and OST vs. PST file differences
• Proficient in English with strong interpersonal and telephone communication skills
• Willing and able to work standard office hours as well as shift hours onsite

What We Offer:

• Opportunity to work on a high-profile technology sector project and grow your IT career
• Structured on-the-job training and mentorship from experienced professionals
• Supportive team environment that values continuous learning and improvement
• Clear pathways for career progression within the technology consulting industry