Service Desk Analyst (Level 1) – Japanese IT Support

Lancesoft Malaysia; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Lancesoft Malaysia is seeking a Service Desk Analyst – Level 1 to deliver first-line IT support in KL, Malaysia. You will handle incidents across hardware, software, and network issues, while ensuring timely resolutions and customer satisfaction.

Responsibilities include logging requests, using ServiceNow, and helping users with Office 365, Windows, and AD tasks. Proactive communication and collaboration with IT teams are essential.

Qualifications

• 2–4 year IT degree or diploma required.
• Minimum 2 years experience in IT Service Desk or technical support.
• Japanese language proficiency is mandatory.
• Solid knowledge of Windows OS and Office 365.
• Experience with Active Directory and access control.
• Familiarity with ITSM/ServiceNow is a plus.

Responsibilities

• Provide first-line IT support via phone, email, and chat.
• Log and manage incidents using standard service desk tools.
• Troubleshoot hardware, software, and network issues and escalate when needed.
• Assist with user account management and access permissions.
• Support Microsoft 365 and calendar sharing issues.
• Maintain documentation and contribute to knowledge base updates.

Skills

Windows OS

Office 365

Active Directory

ITSM / ServiceNow

Remote troubleshooting

Customer service

Japanese language

Education

Diploma or degree in Information Technology or related field

Tools

ServiceNow ITSM

BT

LogMeIn

Workspace ONE

Outlook

Job description

Lancesoft Malaysia is seeking a Service Desk Analyst – Level 1 to deliver first-line IT support in KL, Malaysia. You will handle incidents across hardware, software, and network issues, while ensuring timely resolutions and customer satisfaction.

Responsibilities include logging requests, using ServiceNow, and helping users with Office 365, Windows, and AD tasks. Proactive communication and collaboration with IT teams are essential.