Service Desk Analyst

EXEO Group; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

EXEO Group is seeking a Service Desk Analyst in Kuala Lumpur to support daily operations in a NOC environment. You will lead L1 support, manage queues, escalate issues, and coordinate with Engineering, Support, and vendors to improve customer experience.

The role requires a strong customer service mindset, excellent communication, and the ability to handle multiple tasks while guiding junior team members. Diploma holders are encouraged to apply, with a focus on service coordination and incident

Qualifications

• Minimum Diploma in IT, Business Admin, Mass Communication or Hospitality.
• 2–5 years of customer-facing experience in service desk/coordination.
• Strong customer service mindset and clear communication.
• Ability to stay organized and distill complex situations into a plan.

Responsibilities

• Monitor incoming requests and action cases.
• Classify cases to meet SLA requirements.
• Manage cases to resolution within SLA with up-to-date records.
• Troubleshoot using standard responses and remote tools.
• Coordinate dispatches with Field Engineers and vendors.
• Escalate cases by severity and work with L2/L3 teams.

Skills

Customer service

Communication

Problem solving

Team coordination

Education

Diploma in IT

Diploma in Business Admin

Diploma in Mass Communication

Diploma in Hospitality

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