Remote Global IT Service Desk Analyst

Sitecore; Kuala Lumpur; Remote; MYR 56,000 - 100,000; Full time

Job summary

Sitecore is seeking a Service Experience Analyst to be the first point of contact for colleagues needing technical support across our global organization. You will diagnose and resolve day-to-day IT issues, manage requests in ServiceNow, and deliver responsive, user‑focused support for Windows, macOS, and mobile devices.

You will work with L2/L3 teams and partners, participate in rotating shifts across time zones, and support Microsoft 365 apps, Exchange, Teams, and SharePoint administration to

Qualifications

• Bachelor’s degree in information technology or computer science.
• Typically required 2 years hands‑on L1 Service Desk experience supporting Windows, macOS, mobile devices, and common workplace technology.
• Strong troubleshooting skills across hardware, software, networks, operating systems, and cloud‑based services.
• Working knowledge of Microsoft 365, Exchange, Teams, SharePoint, user access, permissions, and account administration.
• Experience using ServiceNow or a similar ITSM platform, with disciplined ticket ownership, documentation, prioritisation, and follow‑through.
• Clear communication, customer focus, and the judgement to resolve issues independently or elevate them promptly to the appropriate support team.

Responsibilities

• Provide global L1 remote technical support for users across Windows laptops, MacBooks, and Android and iOS devices.
• Troubleshoot and resolve hardware, software, network, cloud service, and operating system issues.
• Manage ServiceNow requests, incidents, problems, and knowledge articles, ensuring tickets are updated, followed up, and resolved promptly.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, SharePoint, and related user requests.
• Perform Exchange, Teams, and SharePoint administration, including mailbox and group creation, mail tracing, channels, sites, libraries, and permissions.
• Handle password resets, account unlocks, and access requests in line with Service Desk procedures, escalating complex issues to L2, L3, or third‑party vendors.

Skills

L1 support

Windows support

macOS support

Mobile device support

ServiceNow

Microsoft 365

Exchange admin

Teams admin

SharePoint admin

Password resets

Education

Bachelor’s degree in information technology or computer science

Tools

ServiceNow

Job description

Sitecore is seeking a Service Experience Analyst to be the first point of contact for colleagues needing technical support across our global organization. You will diagnose and resolve day-to-day IT issues, manage requests in ServiceNow, and deliver responsive, user‑focused support for Windows, macOS, and mobile devices.

You will work with L2/L3 teams and partners, participate in rotating shifts across time zones, and support Microsoft 365 apps, Exchange, Teams, and SharePoint administration to