IT Service Desk Analyst — Hybrid & End-User Support

7801 Accenture Solutions Sdn B Company; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Accenture is seeking an IT Service Desk professional to provide end-user support for PCs, laptops, and standard business applications in Kuala Lumpur. You will diagnose hardware/software/OS/connectivity issues, manage user accounts, and coordinate with cross-functional teams to resolve incidents within SLAs.

The role emphasizes ITIL-aligned service management, documentation, and continuous improvement while supporting a dynamic, hybrid workplace and remote users.

Qualifications

• Diploma or degree in IT/CS/Engineering or related field.
• Experience in Service Desk/Help Desk or End User Computing support.

Responsibilities

• Provide first and second-level technical support for PCs, laptops, peripherals, and standard business applications.
• Diagnose and resolve hardware, software, OS, and connectivity issues promptly.
• Install, configure, maintain, and upgrade laptops, desktops, and related equipment.
• Manage user accounts, access requests, password resets, and basic security tasks.
• Log, track, and resolve incidents via the ITSM system per SLAs.
• Coordinate with other teams for escalation and resolution.
• Perform hardware replacement, imaging, software deployment, and device lifecycle tasks.
• Create and maintain technical documentation and support procedures.
• Support asset inventory management and accurate tracking.
• Identify recurring issues and suggest process improvements.

Skills

Windows OS

Microsoft 365

Hardware Support

Active Directory

ITIL

Ticketing Tools

Customer Service

Education

Diploma or Bachelor's in IT/CS/Engineering

Tools

ITSM Tools

Endpoint Management

Job description

Accenture is seeking an IT Service Desk professional to provide end-user support for PCs, laptops, and standard business applications in Kuala Lumpur. You will diagnose hardware/software/OS/connectivity issues, manage user accounts, and coordinate with cross-functional teams to resolve incidents within SLAs.

The role emphasizes ITIL-aligned service management, documentation, and continuous improvement while supporting a dynamic, hybrid workplace and remote users.