Service Desk Analyst

Nufarm; Kuala Lumpur; On-site; MYR 47,000 - 78,000; Full time

Job summary

Nufarm is seeking a Service Desk Analyst (APAC) based in Malaysia to be the first point of contact for IT support across the Asia Pacific region. You will deliver prompt, professional assistance, resolve incidents at first contact where possible, and escalate when needed to maintain productive user experiences.

You will troubleshoot Microsoft 365 applications, endpoint devices, and workplace technologies, while maintaining accurate ticket records and adhering to SLAs.

Qualifications

• Experience in a Service Desk, Help Desk, or first-line IT support role.
• Strong customer service and communication skills with fluent English language capability.
• Experience managing incidents and service requests within defined SLAs.
• Familiarity with IT Service Management (ITSM) tools and ticket management processes.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise work effectively and manage multiple requests simultaneously.
• Strong attention to detail with a focus on ticket quality and accurate documentation.
• Ability to work collaboratively across regional and global teams.

Responsibilities

• Act as the first point of contact for IT incidents and service requests across the APAC region.
• Deliver prompt, professional, and customer-focused support through approved support channels.
• Resolve incidents and requests at first contact wherever possible to minimise business disruption.
• Troubleshoot and support Microsoft 365 applications, endpoint devices, and workplace technologies.
• Escalate complex incidents to local support teams or specialist groups, ensuring complete and accurate handovers.
• Maintain high-quality ticket records that support reporting, analysis, and efficient downstream resolution.
• Communicate clearly with users throughout the support lifecycle, providing timely updates and managing expectations.
• Monitor and manage service requests in accordance with agreed Service Level Agreements (SLAs).
• Contribute to knowledge sharing, documentation, and continuous improvement initiatives within the Service Desk function.
• Collaborate with Local Support Analysts, IAM teams, UEM Regional Leads, and other Enterprise IT teams to deliver a consistent user experience.

Skills

Service Desk

Customer service

IT support

Incident management

Troubleshooting

ITSM tools

Ticketing

Job description

Service Desk Analyst (APAC) Service Desk Analyst

We're looking for a customer-focused Service Desk Analyst (APAC) to join our Global Enterprise IT team based in Malaysia.

This is an exciting opportunity to be the first point of contact for IT support across the Asia Pacific region, helping employees stay productive through fast, professional, and effective technology support. You'll play a vital role in delivering a positive user experience by resolving incidents and service requests, achieving first-contact resolution wherever possible, and ensuring issues are escalated efficiently when specialist support is required.

Working closely with the Service Desk Team Lead, Local Support Analysts, and regional IT teams, you'll help maintain high service standards while contributing to a reliable and responsive IT support environment across APAC.

If you're passionate about customer service, technology support, and making a difference through great user experiences, we'd love to hear from you.

How You'll Help Us Grow

• Act as the first point of contact for IT incidents and service requests across the APAC region.
• Deliver prompt, professional, and customer-focused support through approved support channels.
• Resolve incidents and requests at first contact wherever possible to minimise business disruption.
• Troubleshoot and support Microsoft 365 applications, endpoint devices, and workplace technologies.
• Escalate complex incidents to local support teams or specialist groups, ensuring complete and accurate handovers.
• Maintain high-quality ticket records that support reporting, analysis, and efficient downstream resolution.
• Communicate clearly with users throughout the support lifecycle, providing timely updates and managing expectations.
• Monitor and manage service requests in accordance with agreed Service Level Agreements (SLAs).
• Contribute to knowledge sharing, documentation, and continuous improvement initiatives within the Service Desk function.
• Collaborate with Local Support Analysts, IAM teams, UEM Regional Leads, and other Enterprise IT teams to deliver a consistent user experience.

What You'll Bring

Essential

• Experience in a Service Desk, Help Desk, or first-line IT support role.
• Strong customer service and communication skills with fluent English language capability.
• Experience managing incidents and service requests within defined Service Level Agreements (SLAs).
• Familiarity with IT Service Management (ITSM) tools and ticket management processes.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise work effectively and manage multiple requests simultaneously.
• Strong attention to detail with a focus on ticket quality and accurate documentation.
• Ability to work collaboratively across regional and global teams.

Desirable

• ITIL Foundation certification.
• Experience supporting Microsoft 365 applications and services.
• Experience supporting endpoint devices and workplace technologies.
• Additional APAC regional language capabilities.
• Experience working in a multinational or global IT support environment.