Service Desk Analyst

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

Job summary

EXEO Global Pte Ltd is seeking a Service Desk Analyst to support daily operations in a NOC environment. You will lead L1 support, manage queues, handle escalations, and drive customer satisfaction by coordinating with Engineering, Support, and vendor teams.

The role emphasizes de-escalation, clear communication, and coaching junior staff, with a follow-the-sun model to ensure continuous coverage across regions.

Qualifications

• Minimum 2-5 years of customer-facing experience in service coordination or service desk.
• Experience handling L1/L2/L3 escalations is advantageous.
• Candidates with lower education but strong experience will be considered.

Responsibilities

• Case intake and management: monitor 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, remote tools, and diagnostics.
• Coordinate Field Engineer dispatch, parts orders, and vendor support as needed.
• Escalate by severity and work with L2/L3/SME teams to close cases.
• Review details, coordinate with teams, and define next steps.
• Follow escalation process and share action plans.
• Resolve escalations quickly, document clearly, and hand over between shifts.
• Keep stakeholders updated and prioritize P1/P2, E1, E2 tickets.
• RCA & Coaching: support RCA, audits, and post-mortems.
• Coach L1/L2 teams and mentor new members.
• Stay flexible as priorities shift.
• Coordinate with regional NOC Managers, EDMs, and ASMs for consistency.
• Ensure clean handovers across shifts in follow-the-sun model.
• Provide report packs to line and regional managers as needed.

Skills

Customer-facing experience

Case management

SLA adherence

Team coaching

Education

Diploma in Information Technology

Diploma in Business Administration

Diploma in Mass Communication

Diploma in Hospitality

Job description

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 Responsibilities

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.

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.

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.

Job Requirements:

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.