Service Desk Analyst (Level 1)| Bangsar South | Onsite, 24x7

Computacenter; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services provider is seeking a technical IT support specialist to provide both remote and on-site support in Kuala Lumpur. The responsibilities include managing user accounts via Active Directory and handling service tickets using ServiceNow. Successful candidates should have basic service desk experience and proficiency in Microsoft Office 365. The position encourages fresh graduates and demands flexibility with shifts. Employee benefits include a monthly salary and various leaves.

Benefits

Monthly fixed salary

Travel allowance

Contract completion bonus

Annual leave

Medical leave

Maternity leave

Paternity leave

Qualifications

• Basic understanding of IT infrastructure and troubleshooting methodologies.
• Experience with service desk management tools.
• Proficiency in Microsoft Office 365 Support.

Responsibilities

• Perform remote and on-site technical IT support activities.
• Manage user accounts through Active Directory.
• Handle daily tickets and service requests through ITSM tool: ServiceNow.

Skills

Communication skills

Problem-solving abilities

Customer-focused mindset

Education

Basic experience in a service desk support role

Fresh Graduate encouraged to apply

Tools

ServiceNow

Microsoft O365

Job description

Perform a range of technical IT support activities remotely or at customer site, focusing on software, applications, user access, and system-related issues to meet business and customer requirements.

Adequate knowledge of handling Microsoft O365, including Outlook troubleshooting, Teams support, SharePoint/OneDrive access issues, mailbox setup, license validation, and basic admin activities.

Manage user accounts through Active Directory, including password resets, unlocking accounts, updating user details, and managing security and distribution groups.

Handle daily tickets and service requests through ITSM tool: ServiceNow (SNOW), ensuring proper categorization, documentation, and timely resolution based on SLA requirements.

Troubleshoot application-related issues, login problems, profile errors, and software configuration concerns in line with customer needs.

Assist users with basic network-related issues such as VPN login errors, authentication failures, and connectivity checks (no network hardware handling).

Document and report all work completed to ensure compliance with Company and Customer procedures.

Escalate incidents appropriately based on defined processes to ensure customer demands are met.

Review escalations, analyze the situation, and take appropriate actions to support resolution and customer satisfaction.

Provide consistent and professional customer service experience to both internal and external users.

Adapt quickly in a dynamic team environment, ensuring a positive and effective contribution.

Identify personal development areas related to technical and soft skills in line with business goals.

Contribute to the development and maintenance of the IT knowledge base/articles.

Participate in ongoing training and development to stay current with IT trends and technologies.

Act as a role model in demonstrating professionalism, communication, and technical competency for colleagues.

Comply with Computacenter Information Security Policies and report any potential security concerns.

Work efficiently to ensure SLA performance targets are met and customer satisfaction levels are maintained or improved.

Understand and adhere to all company procedures, operational guidelines, and customer requirements.

Demonstrate the company’s Winning Together values in daily tasks, teamwork, and interactions.

Requirements

Basic experience in a service desk support role.

Basic understanding of IT infrastructure, systems, and troubleshooting methodologies.

Experience with service desk management tools (e.g., ServiceNow).

Strong communication, interpersonal, and problem-solving abilities.

Customer-focused mindset with a commitment to delivering high-quality support.

Proficiency in Microsoft Office 365 Support.

Proven experience in IT Desktop Service environment is an ADVANTAGE.

Must willing to work at Bangsa South (onsite)

Fresh Graduate is encouraged to apply

Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.

Employee Benefits

• Monthly fixed salary
• Travel allowance
• Contract completion bonus
• Statutory deductions
• Annual leave
• Medical leave
• Hospitalization leave
• Emergency leave
• Matrimonial leave
• Maternity leave
• Paternity leave
• Study and examination leave
• Group hospitalization and surgical Group term life