Service Desk

7801 Accenture Solutions Sdn B Company; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Accenture is seeking an IT Service Desk professional to provide end-user support for PCs, laptops, and standard business applications in Kuala Lumpur. You will diagnose hardware/software/OS/connectivity issues, manage user accounts, and coordinate with cross-functional teams to resolve incidents within SLAs.

The role emphasizes ITIL-aligned service management, documentation, and continuous improvement while supporting a dynamic, hybrid workplace and remote users.

Qualifications

• Diploma or degree in IT/CS/Engineering or related field.
• Experience in Service Desk/Help Desk or End User Computing support.

Responsibilities

• Provide first and second-level technical support for PCs, laptops, peripherals, and standard business applications.
• Diagnose and resolve hardware, software, OS, and connectivity issues promptly.
• Install, configure, maintain, and upgrade laptops, desktops, and related equipment.
• Manage user accounts, access requests, password resets, and basic security tasks.
• Log, track, and resolve incidents via the ITSM system per SLAs.
• Coordinate with other teams for escalation and resolution.
• Perform hardware replacement, imaging, software deployment, and device lifecycle tasks.
• Create and maintain technical documentation and support procedures.
• Support asset inventory management and accurate tracking.
• Identify recurring issues and suggest process improvements.

Skills

Windows OS

Microsoft 365

Hardware Support

Active Directory

ITIL

Ticketing Tools

Customer Service

Education

Diploma or Bachelor's in IT/CS/Engineering

Tools

ITSM Tools

Endpoint Management

Job description

About the Role

Join Accenture's Service Desk team and play a key role in delivering high-quality end-user support services. You will be responsible for troubleshooting hardware, software, and IT-related issues while ensuring a seamless technology experience for employees and stakeholders. This role offers opportunities to work with diverse technologies, collaborate with cross-functional support teams, and contribute to continuous improvement initiatives that enhance IT service delivery and user satisfaction.

Key Responsibilities

• Provide first and second-level technical support for PCs, laptops, peripherals, and standard business applications.
• Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely manner.
• Install, configure, maintain, and upgrade laptops, desktops, and related equipment.
• Manage user accounts, access requests, password resets, and basic security administration activities.
• Log, track, and resolve incidents and service requests through the IT service management system in accordance with established SLAs.
• Coordinate with infrastructure, network, application, and vendor support teams for issue escalation and resolution.
• Perform hardware replacement, imaging, software deployment, and device lifecycle management activities.
• Create and maintain technical documentation, knowledge articles, and support procedures to improve service efficiency.
• Support asset inventory management and ensure accurate tracking of IT equipment.
• Identify recurring issues and recommend process improvements to enhance service quality and operational effectiveness.

Job Qualifications

• Diploma, Advanced Diploma, or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.
• Minimum 1-3 years of experience in Service Desk, Help Desk, Desktop Support, or End User Computing support.
• Experience supporting Windows operating systems, Microsoft 365 applications, and standard enterprise hardware.
• Knowledge of troubleshooting PC, laptop, printer, peripheral, and connectivity issues.
• Familiarity with ticketing and IT Service Management tools.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent customer service, communication, and stakeholder management skills.
• Experience with Active Directory, device imaging, software deployment, and endpoint management tools.
• Knowledge of ITIL processes and service management best practices.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Microsoft Certified, or equivalent.
• Experience supporting hybrid workplace environments and remote users.
• Ability to work effectively in a fast-paced, team-oriented environment.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture