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19 Feb 2021

Full-Time Global helpdesk analyst (l1 support)

dylan.long – Posted by dylan.long Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Are you passionate about technology? Do you enjoy problem-solving and assisting users with their tech issues? If so, then this opportunity may just be ideal for you! One of our main client is looking Help Desk & Service Desk Analyst (L1) to support their internal employees and end-users. We are seeking qualified candidates who are fluent in English and have the passion to work in the IT sector.


  • Receiving, logging, and answering calls/emails from users about various technical requests surrounding one’s profile. (ex, password resets, onboarding new employees and granting system access as per group policies)
  • Identify technical problems on a given interaction
  • Create service tickets or Incident tickets when required
  • Solving incident tickets when required.
  • Closing Service tickets when required
  • Performing the initial level of problem identification and attempting to resolve when appropriate.
  • Documenting any troubleshooting efforts in a problem ticket and escalating to the appropriate channels of the organization.
  • Provide support to on-site technicians when required in an effort to resolve any deskside or kiosk solutions.
  • Assistance with monitoring and tracking incident tickets to ensure a resolution occurs within the service level agreements.
  • Performing follow-up on incident tickets to ensure end-user satisfaction.
  • Conducting tests on a given network to anticipate any outages and reporting accordingly.
  • Experience with (SalesForce) in all the above responsibilities will be very advantageous.


  • must be fluently bilingual in English(both spoken and written)
  • minimum 1 or 2 years call center or previous Technical Support Experience is an asset.
  • must have excellent communication skills Good problem solving and analytical skills.
  • must have knowledge of computers and have a technical mindset




no additional qualifications required

Educational requirements

Associate Degree/Diploma

How to Apply

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Job Categories: IT & Telco Jobs Malaysia. Job Types: Full-Time. Salaries: 2,000 - 4,000.

Job expires in 102 days.

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