Service Desk

Accenture Malaysia; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

Accenture Malaysia's Service Desk team is seeking a motivated IT professional to provide first- and second-level support for PCs, laptops, peripherals, and standard business applications in a fast-paced environment.

You will diagnose and resolve hardware, software, OS, and connectivity issues, manage user accounts, and contribute to incident management and service improvements. A Diploma or degree in IT/CS/Engineering is required, with 1–3 years of relevant experience.

Qualifications

• Diploma, Advanced Diploma, or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.
• 1–3 years of Service Desk, Help Desk, Desktop Support, or End User Computing experience.
• Experience with Windows OS, Microsoft 365, and standard enterprise hardware.
• Familiar with PC/Laptop/printer troubleshooting and basic 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.
• ITIL Foundation, CompTIA A+, Microsoft Certified, or equivalent certifications.

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, passwords resets, and basic security tasks.
• Log, track, and resolve incidents and service requests per SLAs.
• Coordinate with infrastructure, network, app and vendor teams for escalation.
• Perform hardware replacement, imaging, software deployment, and device lifecycle work.
• Create and maintain technical docs, knowledge articles, and support procedures.
• Support asset inventory management and equipment tracking.
• Identify recurring issues and suggest process improvements.

Skills

Customer service

Communication

Stakeholder management

Analytical thinking

Troubleshooting

End User Support

Education

Diploma/Advanced Diploma/Bachelor's Degree in IT/CS/Engineering

Tools

Active Directory

Device imaging

Software deployment

ITIL/ITSM tools

Job description

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.

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 atwww.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.