IT Service Desk Analyst (L1 & L2)

VHR Consultancy; Selangor; On-site; MYR 39,000 - 61,000; Full time

Job summary

VHR Consultancy in Malaysia is seeking a capable IT Support professional to provide L1 and L2 helpdesk support for hardware, software, network, and system issues, ensuring timely resolution.

You will diagnose problems, manage incidents via the IT ticketing system within SLA, support Windows devices, Microsoft 365, Active Directory, and basic networking, while maintaining documentation. A Diploma or degree in IT or related field, 2–4 years' experience, and strong communication are required.

Qualifications

• Diploma/Degree in IT, Computer Science, or related field.
• 2–4 years of IT Support, Service Desk, Helpdesk, or similar roles.
• Strong hands-on knowledge in Windows, Microsoft 365, Active Directory, basic networking, and hardware/software troubleshooting.
• Experience providing both L1 and L2 support.
• Strong analytical and problem-solving skills and good communication.

Responsibilities

• Provide L1 and L2 technical support to end users for hardware, software, network, and system-related issues.
• Diagnose and troubleshoot technical issues, perform root-cause analysis, and provide timely resolution.
• Manage and resolve incidents and service requests through the IT ticketing system within agreed SLA.
• Support Windows devices, Microsoft 365, Active Directory, networking, printers, and other IT applications.
• Configure and troubleshoot laptops, desktops, peripherals, and user accounts.
• Escalate complex issues to relevant teams when required.
• Maintain technical documentation, troubleshooting guides, and knowledge base.

Skills

Analytical thinking

Problem solving

Communication skills

Customer service

Education

Diploma/Degree in IT, Computer Science, or related field

Tools

Windows

Microsoft 365

Active Directory

Networking

Job description

• Provide L1 and L2 technical support to end users for hardware, software, network, and system-related issues.
• Diagnose and troubleshoot technical issues, perform root-cause analysis, and provide timely resolution.
• Manage and resolve incidents and service requests through the IT ticketing system within agreed SLA.
• Support Windows devices, Microsoft 365, Active Directory, networking, printers, and other IT applications.
• Configure and troubleshoot laptops, desktops, peripherals, and user accounts.
• Escalate complex issues to the relevant infrastructure, application, or vendor teams when required.
• Maintain technical documentation, troubleshooting guides, and knowledge base.

Job Requirements:

• Diploma/Degree in IT, Computer Science, or related field.
• 2–4 years of experience in IT Support, Service Desk, Helpdesk, or similar roles.
• Strong hands-on technical knowledge in Windows, Microsoft 365, Active Directory, basic networking, and hardware/software troubleshooting.
• Experience providing both L1 and L2 support.
• Strong analytical and problem-solving skills.
• Good communication and customer service skills.

* Only shortlisted candidates will be contacted.