IT Service Desk Analyst

K3 Advisory Group; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

K3 Advisory Group is a UK professional services firm with a Malaysia Tech Hub supporting IT operations. The role provides first-line IT support, manages assets and software, and ensures security and governance across multiple subsidiaries and time zones.

The team operates on an 8-hour shift with starts from 9am to 11pm local KL time, delivering timely service to UK-based stakeholders.

Qualifications

• 2+ years in IT support or service desk in multi-entity environments.
• Hands-on with Microsoft 365 administration and Entra ID.
• Experience managing IT asset lifecycle and asset register.

Responsibilities

• Act as first point of contact for IT incidents and service requests; triage, log and prioritise tickets.
• Provide remote support for hardware, software and Microsoft 365 apps and business systems.
• Maintain IT asset register; manage procurement, transfers, refreshes and disposal.
• Track software licences and flag over-use or renewal dates for compliance.
• Support onboarding/offboarding; maintain knowledge base and ticket metrics.
• Apply security policies and escalate incidents to IT leadership.

Skills

IT support

Microsoft 365

Asset management

ITSM

ISO 27001

ITIL Foundation

English communication

Remote support

Multi-entity support

Education

CompTIA A+

ITIL Foundation

Microsoft MS-900

Microsoft MD-102

Tools

Halo ITSM

Entra ID

Remote desktop tools

Microsoft 365 admin tools

Job description

K3 Advisory Group is a UK professional services firm with 1,200+ staff spanning corporate finance, tax, restructuring and insolvency, legal, financial planning and technology-enabled advisory services.

The Malaysia Tech Hub delivers group-wide IT operations, supporting multiple entities and time zones whilst balancing pace and capability with strict governance, security, audit and confidentiality standards.

Role Purpose

Deliver responsive first-line IT support and maintain accurate, auditable control of hardware and software assets across the K3 Group. Act as the critical link between users, Tier 2 support, external providers and IT leadership to ensure consistent service delivery, rapid resolution and regulatory compliance across multiple subsidiaries and time zones.

The team operate on a shift basis, working an 8 hour day with the earliest start 9am and latest finish 11pm (all times local to Kuala Lumpur).

Key Responsibilities:

• Act as first point of contact (Level 1) for IT incidents and service requests; triage, log and prioritise tickets in line with SLAs; escalates to Level 2, infrastructure and external providers as required.
• Provide remote support for hardware, software, Microsoft 365 (Outlook, Teams, SharePoint, Entra ID) and business applications including Turnkey IPS and Virtual Cabinet.
• Manage user account lifecycle: provisioning, access changes and de-provisioning in line with Access Control Policy and least-privilege principles.
• Own and maintain the IT asset register; manage procurement, asset allocation, transfer, refresh scheduling and secure disposal. Conduct periodic audits and reconcile discrepancies.
• Track software licence entitlements across subsidiaries; flag over-use, under-use or renewal dates to mitigate compliance and budget risk.
• Support new-starter onboarding and leaver offboarding; maintain service desk knowledge base; produce ticket metrics reports.
• Apply Information Security Policy, Access Control Policy and Data Protection standards in all activities. Escalate suspected incidents or breaches promptly to IT leadership.

Required Experience & Skills:

• 2+ years in IT support or service desk role, ideally within professional services, financial services or multi-entity environments.
• Hands-on experience with Microsoft 365 administration (Entra ID, Exchange Online, Teams, SharePoint, Intune or equivalent MDM).
• Proven ability to manage an IT asset register and track full hardware and software lifecycle.
• Working knowledge of ITSM platforms (Halo or similar); ticket management, SLA monitoring, reporting.
• Exposure to ISO 27001, Cyber Essentials or comparable information security frameworks.
• Relevant certifications: CompTIA A+, ITIL Foundation, Microsoft (MS-900, MD-102).
• Strong written and verbal English communication; ability to explain technical issues clearly to non-technical staff.
• Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
• Patience and the ability to remain calm under pressure.
• Methodical documentation and record-keeping; meticulous attention to detail.
• Comfortable working across time zones and supporting UK-based stakeholders during overlapping hours.