Service Desk Analyst: IT Support & Troubleshooting Pro

IT Essentials Sdn Bhd; Puchong; On-site; MYR 42,000 - 66,000; Full time

Job summary

IT Essentials Sdn Bhd is seeking a Service Desk Analyst to provide first-line IT support and contribute to daily managed IT services. The role covers handling incidents, basic troubleshooting, and coordinating with Level 2 engineers for complex problems.

You will diagnose common Windows/Microsoft 365 issues, assist with authentication, and help maintain service quality while following SOPs and SLAs.

Qualifications

• Fresh graduates with sound IT fundamentals are welcome to apply.
• Up to 2 years of experience in IT support or service desk is advantageous.
• Basic familiarity with Windows operating systems and Microsoft 365.
• Fundamental understanding of networking and troubleshooting techniques.
• Good communication in English and Bahasa Malaysia.

Responsibilities

• Handle service desk incidents and requests via phone, email and ticketing systems.
• Record, classify, and prioritize tickets with appropriate details.
• Troubleshoot Level 1 issues and escalate to Level 2 when needed.
• Maintain ticket histories and SLA adherence.
• Provide end-user IT support for Windows, Microsoft 365 and VPN connectivity.
• Monitor infrastructure health and document investigations in the ticketing system.
• Communicate clearly with customers and ensure service quality.

Education

Diploma or Bachelor's Degree in Information Technology, Computer Science, Networking, Cybersecurity or related discipline

Tools

Microsoft 365

Active Directory

Windows Server

Job description

IT Essentials Sdn Bhd is seeking a Service Desk Analyst to provide first-line IT support and contribute to daily managed IT services. The role covers handling incidents, basic troubleshooting, and coordinating with Level 2 engineers for complex problems.

You will diagnose common Windows/Microsoft 365 issues, assist with authentication, and help maintain service quality while following SOPs and SLAs.