IT Service Desk Analyst

About the role

K3 Advisory Group’s Malaysia Tech Hub is looking for an IT Service Desk Analyst to provide first‑line support for users across multiple subsidiaries. You will act as the critical link between end‑users, Tier 2 support, external providers and IT leadership, ensuring rapid resolution and compliance with governance standards.

Key responsibilities

• Serve as the Level 1 point of contact for IT incidents and service requests, triage, log and prioritize tickets according to SLAs, and escalate when necessary.
• Provide remote support for hardware, software, Microsoft 365 suite (Outlook, Teams, SharePoint, Entra ID) and business applications such as Turnkey IPS and Virtual Cabinet.
• Manage user account lifecycle – provisioning, access changes and de‑provisioning – in line with the Access Control Policy.
• Own the IT asset register, handling procurement, allocation, refresh scheduling and secure disposal, and conduct periodic audits.
• Track software licence entitlements across subsidiaries, flagging over‑use or renewal dates to mitigate compliance risk.
• Support onboarding of new starters and off‑boarding of leavers, maintain the service‑desk knowledge base and produce ticket‑metrics reports.
• Apply Information Security, Access Control and Data Protection policies, escalating any suspected incidents promptly.

Required profile

• 2+ years of experience in an IT support or service‑desk role, preferably within professional or financial services environments.
• Strong written and verbal English communication skills, with the ability to explain technical issues to non‑technical staff.
• Patience, calmness under pressure and meticulous attention to detail.

Required skills

• Hands‑on administration of Microsoft 365 (Entra ID, Exchange Online, Teams, SharePoint, Intune or equivalent MDM).
• Experience managing an IT asset register and full hardware/software lifecycle.
• Familiarity with ITSM platforms (e.g., Halo) for ticket management, SLA monitoring and reporting.
• Knowledge of ISO 27001, Cyber Essentials or similar information‑security frameworks.
• Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft MS‑900 or MD‑102.