On-Call IT Service Desk Analyst (24/7)

Two95 International Inc.; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Two95 International Inc. in Kuala Lumpur is seeking a Service Desk Analyst with 2–5 years of experience to join our IT support team.

You will handle incoming calls, chats, and emails from end-users and document every interaction in the service desk system. You will troubleshoot issues, manage incidents, and work with IT&S to resolve problems promptly while maintaining up-to-date knowledge of products and ensuring clear communication with users.

Qualifications

• 2–5 years of experience in service desk/IT support
• Strong knowledge of IT systems and infrastructure
• Experience handling end-user issues via calls, chat, or email

Responsibilities

• Answer inbound calls, chat, and email from end-users regarding issues.
• Document all support calls into the service desk tracking software (ITSM tool).
• Resolve technical trouble tickets at the service desk before escalation.
• Analyze and resolve application software or hardware incidents and requests from end-users.
• Log incidents and requests from identification through resolution.
• Follow up on complex incidents to ensure resolution and complete customer communication.
• Update knowledge of products to resolve requests on first contact.
• Use Remedy templates to obtain necessary information.
• Provide on-call support as needed.
• Flexible for 24/7 support when required.
• Collaborate with IT&S teams through communication.
• Identify shortcomings for process improvements.
• Comply with IT&S standards, policies, and procedures.
• Log incidents with proper categorization.
• Ensure timely resolution or escalation and inform end-users.
• Handle customers’ issues with a professional attitude.

Skills

On-call support

Customer support

ITSM tools

Incident management

Ticketing

Troubleshooting

Tools

Remedy

Job description

Two95 International Inc. in Kuala Lumpur is seeking a Service Desk Analyst with 2–5 years of experience to join our IT support team.

You will handle incoming calls, chats, and emails from end-users and document every interaction in the service desk system. You will troubleshoot issues, manage incidents, and work with IT&S to resolve problems promptly while maintaining up-to-date knowledge of products and ensuring clear communication with users.