IT Service Desk Analyst

HTC Global Services; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Jora Malaysia is seeking an IT Service Desk professional to provide first-level support via phone, email and service desk requests. You will investigate incidents, escalate complex issues, manage user access, and fulfil service requests in adherence to SLAs.

The role requires strong English communication, technical knowledge across Windows, Mac OS and mobile devices, and an understanding of ITIL processes. Kuala Lumpur-based with structured processes and cross-team collaboration.

Qualifications

• 2–3 years of IT Service Desk / IT Service Support experience.
• Strong technical knowledge of Microsoft Office 365 and device platforms.
• Understanding of IT service management processes and SLAs.

Responsibilities

• Provide first-level IT support and triage via phone, email and service desk requests.
• Investigate and resolve incidents with high first-call resolution.
• Escalate complex issues to Level 2 with proper ownership transfer.
• Create, administer and remove user access rights for approved services.
• Manage and fulfil service requests according to SLAs and procedures.
• Provide guidance on basic use of hardware, software and remote access.
• Support software licensing, IT assets and operational activities.
• Perform user access audits when required.
• Administer IT Service Management / Service Desk tools.
• Support incident management and service request fulfilment per ITIL.

Skills

IT support

MS Office 365

MDM

2FA

Active Directory

Windows 7/10/11

Mac OS / iOS / Android

Networking basics

Customer service

English communication

Tools

Service desk software

ITIL knowledge

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Key responsibilities

• Provide first-level IT support and triage through phone, email and service desk requests.
• Investigate and resolve incidents while maintaining a high first-call resolution rate.
• Escalate complex issues to Level 2 support teams with clear documentation and proper ownership transfer.
• Create, administer and remove user access rights for approved services.
• Manage and fulfil service requests in accordance with established SLAs, OLAs and Service Desk procedures.
• Provide technical guidance on the basic use of hardware, software and remote access solutions.
• Support software licensing, IT assets and operational management activities.
• Perform user access audits when required.
• Administer IT Service Management / Service Desk tools.
• Support Incident Management and Service Request Fulfilment processes based on the ITIL framework.

About you

• 2–3 years of relevant IT Service Desk / IT Service Support experience.
• Strong technical knowledge of Microsoft Office 365, Mobile Device Management (MDM), 2-Factor Authentication (2FA), Active Directory, Windows 7 / Windows 10 / Windows 11, Mac OS, Apple and Android devices.
• Basic networking troubleshooting knowledge, including TCP/IP, DHCP, Ethernet, Wi-Fi.
• Strong troubleshooting and problem-resolution skills.
• Good understanding of IT service management processes and SLA-driven support.
• Strong customer service orientation with the ability to communicate technical information clearly to users with different levels of IT knowledge.
• Strong written and verbal English communication skills.
• Good attention to detail with the ability to maintain accurate service and performance records.
• Ability to work effectively within structured processes, procedures and service frameworks.
• Ability to collaborate effectively with users, technical teams and external vendors.