Service Desk

Accenture PLC; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Accenture PLC is seeking a Service Desk specialist to provide frontline and second-line support for end-user IT issues in Malaysia. You will troubleshoot hardware, software, and connectivity while maintaining service quality and contributing to process improvements.

The role involves collaboration with cross-functional teams, handling incidents in the ITSM system, and supporting hybrid and remote users in a fast-paced environment.

Qualifications

• Diploma/Advanced Diploma/Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 1–3 years of experience in Service Desk, Help Desk, Desktop Support, or End User Computing support.
• Experience supporting Windows OS, Microsoft 365 apps, and standard enterprise hardware.
• Knowledge of troubleshooting PC, laptop, printer, peripheral, and connectivity issues.
• Familiarity with ticketing and IT Service Management tools.
• ITIL Foundation or equivalent certifications are a plus.
• Experience supporting hybrid workplaces and remote users.

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 and service requests in the ITSM system per SLAs.
• Coordinate with infrastructure, network, application, and vendor teams for escalation.
• Perform hardware replacement, imaging, software deployment, and device lifecycle tasks.
• Create and maintain technical docs, knowledge articles, and support procedures.
• Support asset inventory management and accurate tracking of IT equipment.
• Identify recurring issues and suggest process improvements to boost service quality.

Skills

Customer service

Troubleshooting

Communication

Analytical

Remote support

Problem-solving

Education

Diploma/Advanced Diploma/Bachelor's in IT

Tools

Active Directory

Imaging

Software deployment

Endpoint management tools

ITSM tools

Microsoft 365

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.