Jacobs IT Service Desk Analyst in Kuala Lumpur, Malaysia

IT Service Desk Analyst


Jacobs is one of the world’s leading providers in technical, professional and construction services. We specialise in architecture, engineering and construction, operations and maintenance, as well as scientific and consulting. Our client portfolio includes industrial, commercial, and government clients across multiple markets and geographies. Our global network includes approximately 66,000 employees in more than 250 Offices in more than 30 countries with operations in North America, South America, Europe, the Middle East, India, Australia, Africa and Asia.

The Service Desk is basically responsible for the Acceptance, Classification and also handling of requests.

About the opportunity

  • Record, categorize, prioritize and maintain Service Desk tickets and process incidents and request in line with IT procedures and processes.

  • Provide remote end-user support, advise and training via telephone and email.

  • Analyze and troubleshoot all calls to the Service Desk using required Service Desk tools: Service Now, Active Directory, EMC, CUCM.

  • Handling Service Management Request

  • Identify problems and follow the escalation process when required.

  • Develop, contribute and maintain Service Desk documentation including procedural and work instructions

About you

  • A minimum of 3 year(s) of IT Technical Service Desk experience within a corporate environment, preferably engineering would be an added advantage.

  • Good English communication (verbal and written) and excellent customer service skills.

  • Strong interpersonal skills, which requires a responsive, cooperative and professional demeanour.

  • Position requires daily contact with diverse groups internally.

  • Relevant tertiary and/or professional qualifications, ITIL Foundation certificate preferred.

Why Jacobs

At Jacobs we offer rewarding careers with ongoing development opportunities, flexible working arrangements and a culture that is collaborative and inclusive. As part of the Jacob’s APAC team you will have access to a wide range of lifestyle benefits and corporate discounts. We believe in collaboration and knowledge sharing, from global virtual teams to local work sharing options.

Achieve more with a global brand. Apply online by clicking on the link below.

Please note: If you are being represented by recruitment agency you will not be considered, to be considered you will need to apply directly to Jacobs.


Primary Location Malaysia-Malaysia Countrywide-Kuala Lumpur

Travel No

Req ID: IT00007E