Service Desk Analyst

EXEO Global Pte Ltd; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

EXEO Global Pte Ltd is seeking a Service Desk Analyst to support daily service desk operations in a NOC environment. You will lead L1 support, manage customer queues, escalate and resolve cases to improve customer satisfaction, and coordinate with Engineering, Support teams, and vendors.

Responsibilities include case intake, escalation management, RCA & coaching, and cross-region handovers in a follow-the-sun setup.

Qualifications

• Diploma qualifications in IT, business, communications, hospitality or related disciplines.
• 2–5 years of customer-facing experience in service desk/coordination environments.
• Strong customer service mindset and clear, empathetic communication.

Responsibilities

• Case Intake & Management: Monitor requests, classify to meet SLA, manage cases to resolution, troubleshoot with standard responses and remote tools, coordinate dispatch and vendor support, escalate by severity.
• Escalation Management: Review case details, coordinate with teams, define next steps, follow escalation process, hand over between shifts, keep stakeholders updated.
• Quality, RCA & Coaching: Support RCA and post-mortem reviews, coach L1/L2 teams, adapt to shifting priorities.
• Cross-Region Collaboration: Coordinate with regional NOC Managers, ensure clean handovers in follow-the-sun model, provide report packs.

Skills

Customer service mindset

Empathetic listener

Attention to detail

Problem solving

Communication skills

Multi-tasking

Accountability

Organizational skills

Education

Diploma in Information Technology

Diploma in Business Administration

Diploma in Mass Communication

Diploma in Hospitality or related disciplines

Job description

The Role

The Service Desk Analyst works mainly in a NOC environment and supports daily service desk operations. This includes leading L1 support, managing customer queues, handling escalations, and helping resolve cases linked to customer satisfaction issues. The role requires understanding customer concerns, communicating clearly with internal and external teams, and taking the lead to de‑escalate situations. The analyst also works closely with Engineering, Support teams, internal groups, and vendors such as FedEx, UPS, and Flash to improve the customer experience. He/She also acts as a backup contact for L1 and L2 teams on process and case‑related questions, and must coach and guide team members when needed.

Key Accountabilities

Essential Job Functions

Case Intake & Management

• Monitor incoming requests and action cases.
• Classify cases correctly to meet SLA requirements.
• Manage assigned cases to resolution within SLA, keeping records up to date.
• Troubleshoot issues using standard responses, remote tools, and diagnostics.
• Coordinate Field Engineer dispatch, parts orders, and vendor support as needed.
• Escalate cases by severity and work with L2/L3/SME teams to close them.

Escalation Management

• Review case details, coordinate with relevant teams, and define next steps.
• Follow the escalation process and share action plans using the standard form.
• Resolve escalations quickly, document clearly, and hand over between shifts.
• Keep stakeholders updated and prioritize P1/P2, E1, and E2 tickets.

Quality, RCA & Coaching

• Support RCA, quality audits, and post‑mortem reviews.
• Coach L1/L2 teams and mentor new team members.
• Stay flexible as priorities shift.

Cross-Region Collaboration

• Coordinate with regional NOC Managers, EDMs, and ASMs for consistent case handling.
• Ensure clean handovers across shifts in the follow-the‑sun model.
• Provide report packs to line and regional managers as needed.

Skills & Experiences

Education & Experience

Education

• Minimum Diploma in below is preferred:
• Information Technology
• Business Administration
• Mass Communication
• Hospitality or related disciplines.

Experience

• Minimum 2–5 years of customer‑facing experience in Service coordination / Service desk / Customer support / L1 Technical support /Operations coordination environments.
• Candidates with lower formal educational qualifications but possessing extensive relevant working experience will also be given due consideration.

• Strong customer service mindset / Customer advocate
• Thoughtful / Empathetic listener
• Strong attention to detail
• Able to distil complex situations into a structured plan of attack
• Facilitation and influencing skills
• Results driven
• Accountable - takes the responsibility for decisions and actions
• Ability to stay organized with multiple tasks
• Clear communicator