Service Desk Analyst (Entry Level)

Service Desk Analyst (Entry Level)

Application Deadline : 28 November 2025

Department : IS - Service Delivery

Employment Type : Permanent - Full Time

Location : Malaysia / Kuala Lumpur

Reporting To : Service Desk Team Leader

Description

The Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To fulfil this position and be successful, you must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

Key Responsibilities

• Incident and Service Request logging, prioritization and assignment
• Managing the Service Desk number, when on shift, at all times
• FTF (First Time Fix) of as many Incidents as possible, within SLA
• Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
• Accurately capturing required details to log tickets
• Reporting on statistics as required
• Fulfilling the joiners, movers, leavers and any other requests in accordance with regulatory compliance

Skills, Knowledge & Expertise

Competencies required to be successful in the role include :

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