Service Desk Analyst - (Incident Management)

Private Advertiser; Selangor; On-site; MYR 40,000 - 67,000; Full time

Benefits offered by this job

Excellent benefits

Job summary

The Private Advertiser is seeking a Service Desk Analyst (Incident Management) to deliver Level 1 & 2 service desk monitoring for internal and external users. The role requires 1–2 years of IT service desk experience and a proactive, customer‑focused approach.

You will handle calls and emails, assist with offline service requests, and contribute to major incident and problem management. Familiarity with ServiceNow is a plus, along with basic networking knowledge and strong teamwork.

Qualifications

• 1–2 years of IT service desk experience.
• Experience handling calls (inbound & outbound) and emails.
• Exposure to Major Incident and Problem Management.
• Familiarity with ServiceNow is an advantage.
• Basic networking knowledge.

Responsibilities

• Deliver Level 1 & Level 2 Service Desk monitoring.
• Handle inbound/outbound calls and emails.
• Process offline service requests and catalog requests.
• Assist with Major Incident and Problem Management.

Skills

Incident management

Helpdesk / service desk

Phone & email support

Team oriented

Basic Networking

Tools

ServiceNow SNOW

Job description

Service Desk Analyst - (Incident Management)

Service Desk Analyst (Incident Management)

The Service Desk Analyst is responsible to deliver contracted Level 1 & Level 2 Service Desk Monitoring to both internal and external .

Experience working in IT Service Desk / Helpdesk – Min 1 - 2 years experience

Experience in handling calls (inbound & outbound) and emails. Add on Service Request (offline work), catalogue request, CHAT.

Some sort of idea or experience handling Major Incident and Problem Management

Advantage if experienced in using ServiceNow SNOW

Basic Networking experience

Must be team oriented and minimum supervision

Excellent benefits and perks

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