Service Desk Analyst Malaysia

Nufarm; Kuala Lumpur; On-site; MYR 45,000 - 65,000; Full time

Job summary

Nufarm is seeking a Service Desk Analyst to provide customer-focused IT support across the APAC region from its Malaysia-based team. You will be the first point of contact for incidents and requests, delivering professional support and ensuring effective resolution.

You will troubleshoot Microsoft 365 and workplace technologies, escalate complex issues appropriately, and maintain accurate ticket documentation while collaborating with regional and global IT teams.

Qualifications

• Experience in a Service Desk, Help Desk, or first-line IT support role.
• Strong customer service and communication skills with fluent English language capability.
• Experience managing incidents and service requests within defined SLAs.
• Familiarity with IT Service Management (ITSM) tools and ticket management processes.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise work effectively and manage multiple requests simultaneously.
• Strong attention to detail with a focus on ticket quality and accurate documentation.
• Ability to work collaboratively across regional and global teams.

Responsibilities

• Act as the first point of contact for IT incidents and service requests across the APAC region.
• Deliver prompt, professional, and customer-focused support through approved support channels.
• Resolve incidents and requests at first contact wherever possible to minimise business disruption.
• Troubleshoot and support Microsoft 365 applications, endpoint devices, and workplace technologies.
• Escalate complex incidents to local support teams or specialist groups, ensuring complete and accurate handovers.
• Maintain high-quality ticket records that support reporting, analysis, and efficient downstream resolution.
• Communicate clearly with users throughout the support lifecycle, providing timely updates and managing expectations.
• Monitor and manage service requests in accordance with agreed Service Level Agreements (SLAs).
• Contribute to knowledge sharing, documentation, and continuous improvement initiatives within the Service Desk function.
• Collaborate with Local Support Analysts, IAM teams, UEM Regional Leads, and other Enterprise IT teams to deliver a consistent user experience.

Skills

Service Desk

Help Desk

ITSM tools

Incident management

Customer service

English fluency

SLA adherence

Troubleshooting

Documentation

Cross-functional collaboration

Tools

ITSM tools

Microsoft 365

Job description

Nufarm. Evolving Ag.

Nufarm is a global crop protection and seeds technologies company that helps farmers and businesses meet the global challenges of food, feed, fibre and food production. Whether it's commercialising the world's first plant-based omega-3, launching precision agricultural solutions, unlocking biomass oils for more sustainable fuels and fast-moving consumer goods, introducing innovative crop protection solutions, or delivering the crop and seed solutions farmers depend on every day, Nufarm is evolving with agriculture to drive value for customers.

Deliver Exceptional IT Support Across APAC

We're looking for a customer-focused Service Desk Analyst (APAC) to join our Global Enterprise IT team based in Malaysia. This is an exciting opportunity to be the first point of contact for IT support across the Asia Pacific region, helping employees stay productive through fast, professional, and effective technology support. You'll play a vital role in delivering a positive user experience by resolving incidents and service requests, achieving first-contact resolution wherever possible, and ensuring issues are escalated efficiently when specialist support is required. Working closely with the Service Desk Team Lead, Local Support Analysts, and regional IT teams, you'll help maintain high service standards while contributing to a reliable and responsive IT support environment across APAC. If you're passionate about customer service, technology support, and making a difference through great user experiences, we'd love to hear from you.

How You'll Help Us Grow

• Act as the first point of contact for IT incidents and service requests across the APAC region.
• Deliver prompt, professional, and customer-focused support through approved support channels.
• Resolve incidents and requests at first contact wherever possible to minimise business disruption.
• Troubleshoot and support Microsoft 365 applications, endpoint devices, and workplace technologies.
• Escalate complex incidents to local support teams or specialist groups, ensuring complete and accurate handovers.
• Maintain high-quality ticket records that support reporting, analysis, and efficient downstream resolution.
• Communicate clearly with users throughout the support lifecycle, providing timely updates and managing expectations.
• Monitor and manage service requests in accordance with agreed Service Level Agreements (SLAs).
• Contribute to knowledge sharing, documentation, and continuous improvement initiatives within the Service Desk function.
• Collaborate with Local Support Analysts, IAM teams, UEM Regional Leads, and other Enterprise IT teams to deliver a consistent user experience.

Could This Be You?

You are a customer-centric IT professional who enjoys helping people solve technology challenges. You have strong communication skills, thrive in a fast-paced support environment, and take pride in delivering high-quality service. You know how to balance technical problem-solving with excellent customer care and can confidently manage multiple priorities while ensuring users feel supported throughout their experience with IT. You are proactive, detail-oriented, and committed to delivering positive outcomes while working collaboratively with regional and global support teams.

What You'll Bring Essential

• Experience in a Service Desk, Help Desk, or first-line IT support role.
• Strong customer service and communication skills with fluent English language capability.
• Experience managing incidents and service requests within defined Service Level Agreements (SLAs).
• Familiarity with IT Service Management (ITSM) tools and ticket management processes.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise work effectively and manage multiple requests simultaneously.
• Strong attention to detail with a focus on ticket quality and accurate documentation.
• Ability to work collaboratively across regional and global teams.

Desirable

• ITIL Foundation certification.
• Experience supporting Microsoft 365 applications and services.
• Experience supporting endpoint devices and workplace technologies.
• Additional APAC regional language capabilities.
• Experience working in a multinational or global IT support environment.

Why Join Nufarm?

At Nufarm, you'll have the opportunity to support employees across a diverse and dynamic APAC region while working within a truly global Enterprise IT environment. You'll collaborate with colleagues across multiple countries, gain exposure to a broad range of technologies and business functions, and play a key role in ensuring our people can work efficiently and effectively every day. This Malaysia-based position offers the opportunity to contribute to a high-performing regional support function while developing your technical and customer service expertise within a company committed to innovation, growth, and evolving agriculture. Nufarm is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business needs. We are committed to creating an inclusive environment for all employees.