# IT Service Desk Analyst

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

**Salary:** unknown currency 50,000–70,000

**Workplace:** on_site

**Department:** Information Technology

## Description

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
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-   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

## Apply

[Apply at Two95 International Inc.](https://apply.workable.com/two95-international-inc-3/j/FB0FCDCD3C/apply)

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