Service Desk Analyst - 1U
- Malaysia
- Permanent
- Full-time
- Provide responsive, hands-on technical support to end-users onsite and remotely via phone, email, or chat.
- Troubleshoot and resolve Microsoft 365 issues (e.g., Outlook, Teams, OneDrive, SharePoint, Exchange Online).
- Troubleshoot and resolve Active Directory issues such as login failures, group policy issues, account lockouts, and permission escalations.
- Handle and resolve incidents related to email delivery, MFA, Intune device management, and identity/access management.
- Log, track, and resolve incidents and service requests using a ticketing system (e.g., ServiceNow, Jira).
- Prioritize and follow up on open tickets with a focus on reducing first-time resolution time.
- Escalate unresolved issues to L2/L3 teams with appropriate documentation.
- Perform user provisioning, deprovisioning, and access control using Active Directory and Microsoft Entra (Azure AD).
- Administer and troubleshoot MFA setups, Intune device enrollments, and conditional access policies.
- Contribute to internal knowledge base with troubleshooting steps, SOPs, and known issue resolutions.
- Document recurring issues and recommend long-term fixes to reduce incident volume.
- Set up and configure laptops, desktops, mobile devices, and applications.
- Support endpoint security and OS-level troubleshooting (primarily Windows environment).
- Minimum Diploma in Computer Science, Information Technology, or a related field.
- Minimum 3 years of experience in an in an IT support/service desk environment with direct end-user interaction.
- Proven hands-on experience with Microsoft 365 troubleshooting (especially Outlook, Teams, Exchange Online).
- Proficient in Active Directory user management, group policy troubleshooting, and basic PowerShell commands.
- Familiar with MFA administration, Intune, Azure AD, and email tracing tools.
- Strong understanding of incident management processes and working in a structured ticketing environment.
- Good interpersonal skills and ability to communicate technical terms in user-friendly language.
- Certification in Microsoft 365 Fundamentals, MD-102, CompTIA A+, or ITIL is an added advantage.
- Ability to work independently and manage multiple priorities effectively.