IT Service Desk Pro - First-Line Tech Support

HTC Global Services MSC Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 76,000; Full time

Job summary

HTC Global Services MSC Sdn Bhd is seeking an experienced IT Service Desk Analyst to provide first-level technical support across the organization. You will troubleshoot incidents, fulfill service requests, manage user access, and ensure high-quality IT support aligned with ITIL, SLAs and OLAs.

You will collaborate with Level 2 teams, site services and external vendors to resolve issues and continuously improve Service Desk operations while maintaining accurate records of performance and service

Qualifications

• 2–3 years IT Service Desk experience.
• Strong knowledge of Office 365, MDM, 2FA, AD, Windows, macOS, iOS and Android devices.
• Basic networking troubleshooting (TCP/IP, DHCP, Ethernet, Wi‑Fi).
• Good ITIL/ITSM process understanding and SLA-driven support.
• Excellent customer service and clear communication in English.

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.

Skills

Microsoft 365

MDM

2FA

Active Directory

Windows 7/10/11

Mac OS

Apple & Android devices

Networking basics

ITIL/ITSM

First-line support

English communication

Customer service

Tools

Service Desk tools

ITSM platforms

Job description

HTC Global Services MSC Sdn Bhd is seeking an experienced IT Service Desk Analyst to provide first-level technical support across the organization. You will troubleshoot incidents, fulfill service requests, manage user access, and ensure high-quality IT support aligned with ITIL, SLAs and OLAs.

You will collaborate with Level 2 teams, site services and external vendors to resolve issues and continuously improve Service Desk operations while maintaining accurate records of performance and service