Remote Service Desk Analyst II — ITSM & Remote Triage

Veeam Software; Kuala Lumpur; On-site; MYR 5,000 - 8,600; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vacation days

Job summary

Veeam Software is seeking a Service Desk Analyst II to own timely triage and resolution of incoming ServiceNow tickets. This remote role focuses on fast classification, remote troubleshooting, and escalation when needed. The analyst understands hardware at a high level to qualify issues and hand off with solid evidence.

You will handle identity and access requests, Microsoft 365 issues, and routine networking questions, working within a global team with clear handovers and SLA awareness.

Qualifications

• 1.5–2+ years in IT Service Desk or Helpdesk role, enterprise environment preferred.

Responsibilities

• Process incoming ServiceNow tickets with accuracy and speed.
• Determine incident vs. request and route to appropriate resolver groups.
• Record clear work notes, data collected, and hypotheses.
• Provide remote triage, investigate remotely, escalate when beyond 15 minutes.
• Assist with identity and access requests (AD/Microsoft Entra ID) and MS 365 issues.

Skills

IT Service Desk experience

English proficiency

Bahasa Malaysia

Multitasking under pressure

Clear communication

Tools

ServiceNow

Active Directory

Microsoft Entra ID

Windows 10/11

macOS

Intune

Jamf

RDP/TeamViewer

Job description

Veeam Software is seeking a Service Desk Analyst II to own timely triage and resolution of incoming ServiceNow tickets. This remote role focuses on fast classification, remote troubleshooting, and escalation when needed. The analyst understands hardware at a high level to qualify issues and hand off with solid evidence.

You will handle identity and access requests, Microsoft 365 issues, and routine networking questions, working within a global team with clear handovers and SLA awareness.