Service Desk Analyst II

TL;DR

Service Desk Analyst II (IT Support): Processing and triaging incoming ServiceNow tickets for a global data resilience company with an accent on rapid assessment, routing, and remote troubleshooting. Focus on distinguishing hardware from software issues, managing identity and access requests, and maintaining a comprehensive knowledge base.

Location: Hybrid in Kuala Lumpur, Malaysia

Company

hirify.global is a market leader in data resilience and data security posture management, specializing in securing and protecting data and AI at scale.

What you will do

• Triage and structure ServiceNow tickets, confirming incident vs request and establishing scope for downstream teams.
• Resolve simple technical issues within 15 minutes or escalate to appropriate resolver teams with detailed diagnostics.
• Manage routine identity and access requests using Active Directory and Microsoft Entra ID.
• Troubleshoot Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive remotely.
• Verify device state and compliance using endpoint management tools such as Intune and Jamf prior to escalation.
• Create and update knowledge base articles following team content standards to improve team and user efficiency.

Requirements

• 1.5-2+ years of experience in an IT Service Desk or Helpdesk role, preferably in an enterprise environment.
• English proficiency (written and spoken) is required.
• Hands-on experience with ServiceNow or comparable ITSM tools for categorization and routing.
• Basic knowledge of Active Directory and Microsoft Entra ID for account and group management.
• Strong working knowledge of Windows 10/11 and macOS, alongside remote support tooling.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).

Nice to have

• Certifications such as ITIL Foundation, HDI, CompTIA A+, or MCP.
• Familiarity with Knowledge-Centered Service (KCS) standards.
• PowerShell scripting skills for fast data collection and diagnostics.
• Knowledge of Bahasa Malaysia.

Culture & Benefits

• 15–21 annual vacation days, plus 4 extra global hirify.globale Days and 24 paid volunteer hours.
• Comprehensive private medical, dental, life, and personal accident insurance for employees and dependents.
• Annual flexible spending allowance for health and wellbeing expenses.
• Access to professional growth via LinkedIn Learning, O’Reilly, mentoring, and the annual Global Day of Learning.