Senior IT Support Analyst, APAC | End-User Tech

Marsh; Kuala Lumpur; On-site; MYR 72,000 - 96,000; Full time

Job summary

Marsh in Kuala Lumpur is seeking a Senior Analyst - IT Support to deliver end-user IT support across Malaysia and APAC. You will troubleshoot hardware and software, configure devices, log incidents, and work with regional teams to ensure timely service delivery.

The role requires 2–3 years in IT support, strong problem-solving and communication skills, and a proactive approach to learning new technologies. On-site role with occasional travel and weekend support as needed.

Qualifications

• 2–3 years of relevant IT end-user or desktop support experience.
• Hands-on hardware and software troubleshooting experience.
• Familiarity with IT service management and ticketing systems (e.g., ServiceNow).
• Strong problem-solving, communication and customer service skills.
• Ability to work independently and collaborate with regional teams.
• Willingness to learn new technologies and internal systems.

Responsibilities

• Provide comprehensive IT end-user support through in-person, phone, and virtual channels.
• Install, configure, maintain, troubleshoot and repair laptops, desktops, hardware, software and mobile devices.
• Diagnose and resolve incidents and service requests with target response within 4 hours and resolution within 24 hours.
• Configure devices, perform imaging/re-imaging and optimization.
• Log and manage incidents in IT ticketing system per SOPs and escalate as needed.
• Proactively monitor devices using Nexthink and other tools.
• Collaborate with local and regional IT teams to resolve system issues.
• Provide training and knowledge sharing to users.

Skills

End-user IT support

Desktop support

Technical troubleshooting

Customer service

Communication skills

Independent work

Regional collaboration

Tools

ServiceNow

Nexthink

Job description

Marsh in Kuala Lumpur is seeking a Senior Analyst - IT Support to deliver end-user IT support across Malaysia and APAC. You will troubleshoot hardware and software, configure devices, log incidents, and work with regional teams to ensure timely service delivery.

The role requires 2–3 years in IT support, strong problem-solving and communication skills, and a proactive approach to learning new technologies. On-site role with occasional travel and weekend support as needed.