IT Service Desk Analyst

K3 Advisory Group

. Act as the first point of contact for Level 1 IT incidents and service requests .

Posted 10/5/2026full-timeKuala Lumpur • MalaysiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support and service desk operations, with a strong focus on Microsoft 365 administration, IT asset management, and adherence to information security standards. Capable of effectively communicating technical issues to non-technical staff while managing user accounts and service requests across multiple time zones.

Highest-signal resume keywords

Microsoft 365 AdministrationIT Asset ManagementITSM PlatformsISO 27001 ExposureCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementSLA MonitoringRemote SupportUser Account ProvisioningData Protection StandardsHardware Lifecycle ManagementSoftware License TrackingProcurement ManagementAudit ConductingTechnical Issue Explanation

Soft Skills

Strong CommunicationPatience Under PressureAttention to DetailMethodical DocumentationCalmness in Crisis

Tools & Technologies

Microsoft 365Entra IDExchange OnlineTeamsSharePointIntuneRemote Desktop ToolsHaloVirtual CabinetTurnkey IPS

Certifications & Qualifications

CompTIA A+ITIL FoundationMicrosoft MS-900Microsoft MD-102

Industry Keywords

IT SupportService DeskProfessional ServicesFinancial ServicesMulti-Entity EnvironmentsInformation Security FrameworksAccess ControlLeast-Privilege PrinciplesTicket Metrics ReportingOnboarding and Offboarding

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Act as the first point of contact for Level 1 IT incidents and service requests
Triage, log, and prioritise tickets in line with SLAs
Escalate issues to Level 2, infrastructure teams, and external providers as required
Provide remote support for hardware, software, Microsoft 365, and business applications including Turnkey IPS and Virtual Cabinet
Manage user account provisioning, access changes, and de-provisioning in line with access-control and least-privilege principles
Own and maintain the IT asset register
Manage procurement, asset allocation, transfers, refresh scheduling, and secure disposal
Conduct periodic audits and reconcile discrepancies
Track software licence entitlements across subsidiaries and flag usage or renewal risks
Support new-starter onboarding and leaver offboarding
Maintain the service desk knowledge base
Produce ticket metrics reports
Apply information security, access control, and data protection standards
Escalate suspected incidents or breaches promptly to IT leadership
Act as a link between users, Tier 2 support, external providers, and IT leadership across multiple subsidiaries and time zones

Requirements

What you’ll need

2+ years in an IT support or service desk role
Ideally experience within professional services, financial services, or multi-entity environments
Hands-on experience with Microsoft 365 administration, including Entra ID, Exchange Online, Teams, SharePoint, and Intune or equivalent MDM
Proven ability to manage an IT asset register and track the full hardware and software lifecycle
Working knowledge of ITSM platforms such as Halo or similar; ticket management, SLA monitoring, and reporting
Exposure to ISO 27001, Cyber Essentials, or comparable information security frameworks
Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft MS-900/MD-102
Strong written and verbal English communication
Ability to explain technical issues clearly to non-technical staff
Knowledge of remote desktop tools and IT Service Management tools is advantageous
Patience and ability to remain calm under pressure
Methodical documentation and record-keeping
Meticulous attention to detail
Comfortable working across time zones and supporting UK-based stakeholders during overlapping hours

Benefits

Comp & perks

Shift-based schedule with an 8-hour day
Flexible start and finish window between 9am and 11pm, local Kuala Lumpur time
Opportunity to support UK-based stakeholders during overlapping hours