IT Service Desk Analyst (L1 & L2)

VHR Consultancy; Selangor; On-site; MYR 40,000 - 67,000; Full time

Job summary

VHR Consultancy in Malaysia is seeking an IT Support Specialist to join our service desk. You will provide L1 and L2 technical support for hardware, software, network, and system issues, ensuring timely resolutions within SLA.

You will troubleshoot Windows devices, Microsoft 365, Active Directory, and basic networking, while maintaining documentation and knowledge bases for future reference. Excellent communication and customer service are essential.

Qualifications

• Diploma/Degree in IT or related field.
• 2–4 years of experience in IT support or service desk.
• Experience in L1 and L2 support.
• Strong communication and customer service skills.
• Hands-on knowledge of Windows, M365, AD, and basic networking.

Responsibilities

• Provide L1 and L2 technical support to end users.
• Diagnose, troubleshoot, and resolve issues with root-cause analysis.
• Manage incidents and service requests through IT ticketing system within SLA.
• Support Windows devices, M365, AD, networking, printers, and other IT apps.
• Configure laptops/desktops and user accounts; maintain docs.

Skills

Windows

Microsoft 365

Active Directory

Networking basics

Troubleshooting

Customer service

Education

Diploma/Degree in IT or related field

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.