Service Desk Analyst (L1/L2 Support)
Location: Kuala Lumpur Employment Type: Permanent
Job Summary We are seeking a Service Desk Analyst to provide first and second-line IT support, ensuring excellent customer service and timely resolution of incidents and service requests. The successful candidate will act as a key point of contact for technical issues, troubleshoot end-user problems, and support a wide range of Microsoft and infrastructure technologies.
Key Responsibilities Provide 1st and 2nd level remote support for hardware, software, and network-related issues. Manage incidents, service requests, and problem tickets while meeting agreed SLAs and KPIs. Troubleshoot and resolve issues related to Windows OS, Microsoft 365, Exchange, and end-user devices.
Support user account management, password resets, onboarding, and offboarding activities. Administer Active Directory, Entra ID, Microsoft Intune, and Mobile Device Management (MDM) solutions. Support VMware environments and basic networking components including DNS, DHCP, VPN, routers, switches, and firewalls.
Monitor and respond to support requests via phone, email, and ticketing systems. Escalate complex issues where necessary and maintain regular communication with users. Create and update knowledge base articles, known error records, and technical documentation.
Contribute to process improvements and service enhancement initiatives. Required Skills \& Experience 2+ years of experience in Service Desk, Helpdesk, Desktop Support, or IT Support roles.
Strong knowledge of: o Windows 10/11 o Microsoft 365 / Office 365 o Microsoft Exchange / Exchange Online o Active Directory \& Entra ID o Microsoft Intune / MDM o VMware o Networking (TCP/IP, DNS, DHCP, VPN)
Experience with ITSM/Ticketing tools such as ServiceNow, Jira, Freshservice, Remedy, or Zendesk. Excellent troubleshooting, communication, and customer service skills. Ability to work in a fast-paced, SLA-driven environment. Preferred Qualifications ITIL Foundation Certification.
Microsoft Certifications (M365, Azure Fundamentals, Endpoint Administrator). Experience in an MSP or managed services environment. Knowledge of Citrix, SCCM/MECM, or cloud technologies is an advantage.
Benefits:
Work Location: In person
EuroStaffs operates in 19+ countries with around 150 staff and generates multi-million dollar annual revenue. It serves as a vertical search engine aggregating jobs, CV tools, career blogs, and admissions. Revenue comes from premium services for employers and institutions, while job seekers and students access applications, resume tools, and ads for free.
Arabic
Chinese
French
Russian
Spanish