IT Support Analyst

Job Title: IT Support Analyst
Contract Type: Permanent
Location: Kuala Lumpur, Malaysia
Salary: RM6000 - RM9000 per month
Start Date: 14/2/2019
Reference: JN -012019-229206
Contact Name: Cheryl See Toh
Contact Email:
Job Published: March 14, 2019 03:10

Job Description

Our Client a Fortune 500 company with offices around the world is looking for a IT Support Analyst.

Position Overview

Provides first and second-tier support for regional IT incidents and requests under regional supervision. Assesses user technical requirements, deploys equipment and troubleshoots issues for users.


  • Represent IT courteously, professionally, and effectively to the rest of the organization
  • Clearly document and effectively prioritize client requests into organization ticket management software
  • Provide second level support and follow up for user system hardware/software, printers, application support and networking issues
  • Clearly identify, isolate and define problems, and resolve them in a timely manner when able, or escalate them when unable to resolve
  • Use strong questioning skills, solicit participation of others and focus on significant points in discovering solutions
  • Think systematically - consider overall system and how to improve it
  • Provide remote technical support for offices across the AP region
  • Communicate clearly and efficiently - Written and verbally
  • Maintain a high customer satisfaction rating
  • Follow Global IT processes, policies and direction
  • Other appropriate IT tasks as requested or required by Global IT


Experience and Skills:

  • Extensive knowledge of Windows desktop environment (Win10, Office, user hardware)
  • Knowledge of Windows Server environment administration (AD, Exchange)
  • Ability to work well as part of global team environment
  • Ability to work well independently and be proactive with task and time management
  • Ability to diagnose and troubleshoot software and hardware problems
  • Effective oral and written communication skills
  • Effectively manage relationships with key internal contact points
  • Prior experience working as part of global project teams

Required Qualifications:

  • Experience with project management activities highly regarded
  • Fluent English Language skills
  • Minimum 4 years client/desktop support experience