Service Desk Analyst — 1st Level IT Support

CTC Global Sdn Bhd; Selangor; On-site; MYR 36,000 - 60,000; Full time

Job summary

CTC Global Sdn Bhd in Malaysia is seeking a Service Desk Analyst to support end users, log and classify IT issues, and route escalations to Level 2 teams. The role requires basic IT knowledge, Windows OS experience, and strong communication skills.

Based in Cyberjaya or Petaling Jaya, the position is a 1-year contract with on-site responsibilities. Fluency in English is essential for daily interactions with users and internal teams.

Qualifications

• Diploma or Bachelor’s degree in Computer Science/Information Technology or equivalent.
• Experience in first level support and basic IT troubleshooting.
• Sound knowledge of Windows operating systems and security awareness.

Responsibilities

• Recording user information, verify and update in the helpdesk system
• Documenting problems - log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
• Prioritize problems - assigning problems to the proper category in the helpdesk system
• Routing/escalating calls to appropriate level 2 resolving group as per defined escalation process
• Monitor, update and close calls
• Experience in Call System HP Service module
• Attendance adherence is essential for this role

Skills

First Level Support

Wintel Troubleshooting

MS Office

Outlook

Windows OS

Communication Skills

Email Etiquette

Telephone Etiquette

Proactive Prioritization

Team Collaboration

Education

Diploma or Bachelor's Degree in CS/IT

Tools

HP Service

Job description

CTC Global Sdn Bhd in Malaysia is seeking a Service Desk Analyst to support end users, log and classify IT issues, and route escalations to Level 2 teams. The role requires basic IT knowledge, Windows OS experience, and strong communication skills.

Based in Cyberjaya or Petaling Jaya, the position is a 1-year contract with on-site responsibilities. Fluency in English is essential for daily interactions with users and internal teams.