IT Level 1 Service Desk Analyst
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Experience Required:
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Job Summary
- Provide Level 1 technical support to end users across desktops laptops mobile devices and collaboration platforms.
- Manage and resolve incidents service requests and access requests through the IT Service Management (ITSM) platform within agreed SLAs.
- Provide support for Microsoft 365 including Outlook Teams SharePoint Online OneDrive and Microsoft Office applications.
- Troubleshoot and administer user accounts permissions and group memberships within Active Directory environments.
- Support endpoint lifecycle management including device provisioning software deployment patching asset management and hardware replacement.
- Diagnose and resolve hardware software operating system network connectivity printer and peripheral issues.
- Support endpoint management and security solutions such as Microsoft Intune CrowdStrike and endpoint compliance policies.
- Provide remote technical support using tools such as TeamViewer or similar remote-support platforms.
- Collaborate with internal IT teams vendors and third-party service providers to resolve escalated technical issues.
- Maintain accurate IT documentation knowledge articles asset records and operational procedures.
- Support technology refreshes infrastructure upgrades migrations and other IT projects when required.
- Identify recurring technical issues and contribute ideas for process improvements automation and self-service solutions.
- Monitor user feedback and service trends to help improve the overall IT support experience.
- Ensure all IT activities comply with organisational IT policies security standards and data protection requirements.
- Minimum 1 year of relevant IT experience in a service desk desktop support or IT support environment.
- Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.
- Basic understanding of Active Directory DNS and DHCP.
- Basic understanding of networking concepts including routers switches firewalls wireless networks and WAN.
- Experience working with IT Service Management / Service Desk tools.
- Experience with remote-support tools such as TeamViewer or equivalent.
- Familiarity with endpoint management including desktops/laptops user profiles and software deployment.
- Exposure to WSUS enterprise antivirus/endpoint security solutions and asset management tools such as Lansweeper is advantageous.
- Knowledge of Microsoft VMware or Cisco technologies will be an advantage.
- Relevant Microsoft VMware Cisco or other IT certifications will be highly regarded.
- Strong communication and interpersonal skills with the ability to work effectively with users at different levels.
- Customer-focused with a professional and service-oriented approach.
- Strong analytical troubleshooting and problem-solving abilities.
- Ability to work effectively as part of a team.
- Proactive approach to escalation issue reporting and project updates.
- Comfortable supporting wider IT infrastructure and operational projects when required.
- Strong sense of ownership and accountability when managing user issues.
Required Skills:
Bachelors or Masters Degree in Computer Science or equivalent 3-5 years of experience in web-based enterprise software development Proficient in SQL C# MS SQL Database RESTful API HTML5 AJAX CSS JSON MVC LINQ Git JavaScript jQuery Bootstrap Good understanding and application of tools principles concepts and techniques related to requirements data usability and process analysis Excellent time management skills and ability to work within a rapidly changing environment Strong problem-solving and analytical skills with the ability to work independently and drive to improve existing business processes and procedures Good communication (oral written presentation) interpersonal and consultative skills Good team player with excellent work ethic Ability to work with various senior stakeholders Desire to learn new technologies and skills Deliver high-quality projects independently with minimal assistance Proficiency in operating measurement instruments is an added advantage Experience working in Agile/Scrum development process Experience with performance and/or security testing Experience with Eggplant test automation tool is a plus Experience with JIRA issue tracker is a plus Problem solving skill and good communication skill Strong analytical thinking skills with the ability to work independently Positive thinking and good self-discipline Applicants must be Malaysian citizens or hold relevant residence status
Required Education:
Bachelors or Masters Degree in Computer Science or equivalent
