Lancesoft Malaysia Hiring! Full Time Information Technology Help Desk in Federal Territory - Ricebowl

L1 IT Helpdesk Analyst

Job Summary:

Provide L1 IT support to local and remote users across APAC, handling technical incidents, service requests, user account management, and troubleshooting while ensuring timely resolution within defined SLAs.

Key Responsibilities:

• Handle L1 IT support via phone, email, chat, and ticketing systems.
• Manage incidents, service requests, and SLA compliance.
• Handle user onboarding, offboarding, and account modifications.
• Troubleshoot Windows, Active Directory, O365, Citrix, and basic network issues.
• Maintain ticket documentation and escalate complex issues.
• Deliver excellent customer service and contribute to process improvements.

Required Skills:

• Prior experience in IT Helpdesk / Service Desk support.
• Windows, Active Directory, O365, and Citrix.
• Basic networking: IP, DNS, DHCP.
• User account management and onboarding/offboarding.
• Strong communication and customer service skills.