Two95 International

IT Service Desk Analyst

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia$50k - $70kIn-person

The role requires 2 to 5 years of experience.
Required skills include on-call support, customer support, IT service management tools, incident management, ticketing, and troubleshooting.

Answer and respond to inbound calls, chats, and emails from end users about issues.
Create and document all support calls from the user community in the service desk tracking software (IT service management tool).
Resolve technical trouble tickets at the service desk before referring them to technical support.
Analyze and resolve application software or hardware incidents and requests from end users.
Log and track incidents and requests from identification through resolution.
Follow up on complex incidents to ensure resolution, fulfillment of requests, and complete customer communication.
Maintain knowledge of current corporate, division, and facility-specific products and improve the ability to resolve requests on first contact.
Obtain accurate and necessary information using Remedy templates when available.
Provide on-call support as needed.
Remain available for 24/7 support when required.
Develop relationships with other IT and services teams through frequent constructive communication.
Identify shortcomings and implement process improvements.
Comply with and support IT and services standards, policies, and procedures.
Log incidents and requests using appropriate product categorization.
Ensure timely resolution or escalation of incidents and promptly communicate progress to end users.
Handle customer issues or requests professionally.

Strong technical knowledge of information technology systems and infrastructure.
Understanding of risk management, mitigation, and incident response frameworks.
Ability to diagnose technical issues and provide solutions to users by phone or email.
Ability to collaborate with technical support teams to efficiently resolve technical issues.
Ability to ensure users receive appropriate feedback and support throughout the resolution process.
Ability to stay calm under pressure and make sound decisions in crisis situations.

Two95 International Inc. · Kuala Lumpur, Malaysia · Contract · Posted 2026-03-09

Salary: unknown currency 50,000–70,000

Workplace: on_site

Department: Information Technology

We are looking for Service Desk Analyst with 2 to 5 years of experience.

Required Skills:

on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting

Job Responsibilities

Answers and responds to inbound calls \chat\email from end-users regarding issues
Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)
Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
Analyzes and resolves all application software or hardware incidents and requests from end-users
Ensures to log and tracks incidents and requests from identification through resolution stages
Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
Responsible for providing on-call support as needed
Flexible for 24/7 support when required
Establishes and develops relationships with other IT&S teams through frequent constructive communication
Responsible for identifying shortcomings for implementing process improvements
Complies with and supports IT&S standards, policies, and procedures
Logs incidents and requests into appropriate product categorization
Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
Handles customers’ issues or requests with a professional attitude

Good-to-Have

Strong technical knowledge of information technology systems and infrastructure
Understanding of risk management, mitigation, and incident response frameworks
Providing technical diagnosis and solutions to users, either over the phone or via email
Collaborating with technical support teams to provide an efficient resolution to technical issues
Ensuring that users receive appropriate feedback and support throughout the resolution process
Ability to stay calm under pressure and make sound decisions in crisis situations

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