Service Desk Analyst

SRKK Group

AI-generated summary


This job is for a Service Desk Analyst in an MSP (Managed Service Provider) environment. You might like this job because you will be coordinating tickets, facilitating communication with IT engineers, and ensuring excellent customer support.

RM 2800 - RM 3800

Shah Alam/ Klang


Job Description

We are currently seeking a Service Desk Analyst to join our dynamic team in an MSP (Managed Service Provider) environment. The primary role of the Service Desk Analyst will revolve around efficiently coordinating and managing assigned tickets, facilitating communication with IT engineers, and ensuring top-notch customer support.

Role Overview:

As a Service Desk Analyst, you will be at the forefront of our customer support efforts, ensuring that all service requests are addressed promptly and professionally. We are looking for a candidate with exceptional organizational skills, the ability to thrive in a fast-paced environment, and a strong commitment to maintaining positive customer relationships. 

Job Requirements

Key Responsibilities:

Ticket Coordination and Customer Liaison:

  • Efficiently manage and prioritize assigned tickets, ensuring they are promptly addressed by our IT engineers.
  • Liaise closely with customers to gather relevant information and schedule site visits or remote support sessions as needed.

Customer Interaction and Communication:

  • Respond promptly to customer inquiries, demonstrating excellent communication skills.
  • Provide regular and transparent updates on the status of service requests, keeping customers informed and reassured.

Customer Relationship Management:

  • Cultivate and maintain positive relationships with customers, fostering trust and confidence in our services.

Ticket Escalation:

  • Identify and escalate complex or critical tickets to the appropriate IT personnel or higher-tier support teams for swift resolution.

Timely Ticket Resolution:

  • Ensure that all assigned tickets are resolved within agreed-upon service level agreements (SLAs), consistently meeting or exceeding customer expectations.

Documentation and Reporting:

  • Maintain meticulous records by documenting all service requests and their resolutions accurately.

Continuous Learning:

  • Actively participate in ongoing training and development programs to stay updated on the latest technologies and industry best practices.

Qualifications and Skills:

  • Strong organizational skills with the ability to effectively prioritize tasks in a dynamic environment.
  • Excellent interpersonal and communication skills to engage with customers professionally and empathetically.
  • Familiarity with IT service management tools and processes is a plus.
  • A commitment to delivering exceptional customer service and a positive attitude when handling challenging situations.

If you are a proactive, customer-focused individual with a passion for IT support and service excellence, we encourage you to apply and join our team. We look forward to welcoming a dedicated Service Desk Analyst who can contribute to our mission of providing top-tier IT support to our valued clients.


Organizational Skills
Verbal Communication Skills
Interpersonal Communications
IT Service Management
Customer Service

Company Benefits

Work with big names

We are solution partners with big brands - Microsoft, HP & Dell to name the least.

Monthly company activities

From outdoor activities to lunch gathering, we have at least one activity organized per month.

Flexible working location

Choose where you want to work. We have offices in Klang, KL & Johor Bahru.

Birthday leave

Our people are entitled to an annual birthday leave.

Training & Development

We have a comprehensive career growth plan for our people. We want you to grow with us together.

Employee Medical Benefits

Hospitalization insurance and medical allowance.

Additional Info

Company Activity

Last active - few minutes ago

Experience Level

1 - 3 Years of Experience

Career Level

Junior Executive

Job Specialisation

Customer Service, IT - General

Company Profile

SRKK Group-logo-image

SRKK Group

Founded in 1997, SRKK Group is a leading end-to-end digital transformation consultancy firm with established presences in Malaysia, Singapore, and United Kingdom. Today, the company continues to partner with more local businesses to expand its footprint in the Asia-Pacific region.

SRKK Group is highly focused on seven key digital transformation areas – IT managed services, cloud adoption, data analytics, business productivity, security consulting, hardware solutions, and product distribution. 

For over 25 years, SRKK Group has helped thousands of businesses to unlock their full business potential through the efficient use of best-in-class modern technologies. SRKK Group has served organizations from a myriad of industries such as manufacturing, logistics; retail and distribution, property development, healthcare, financial, education, government sectors; professional and business services.

All of these are made possible with the experience and knowledge of our committed and passionate consultants. Your trust is something that we will earn as we work together to achieve your full business potential in this rapidly changing market.


Service Desk Analyst

SRKK Group

RM 2800 - RM 3800

Shah Alam/ Klang


This job is no longer available