IT Service Desk Analyst

Role IT Service Desk Analyst

Working Location Bayan Lepas, Penang, Malaysia

Type of Position Yearly Renewable Contract under Tentacle Tech

Working Hours Rotational Shift Basis 6am – 6pm (6am-3pm, or 9am-6pm)

About Us

Tentacle Tech is an IT and software development consulting company serving some of Malaysia's largest enterprises. We deliver technology solutions, software development services, and IT consulting across multiple industries. We are looking for a talented professional to join our growing team in the technology sector.

The Role

This is an exciting contract opportunity for a junior IT professional to step into a dynamic Service Desk Analyst (L1) position, acting as the single point of contact for IT-related issues and queries, and delivering responsive, high-quality first-level technical support to end users across the organisation.

What You'll Do

• Provide first-level technical assistance and troubleshooting support to users via phone, email, or fax
• Log, manage, and resolve helpdesk tickets using ServiceNow, maintaining accurate records and adhering to ticket severity classifications (P1–P4)
• Act as the single point of contact for all IT-related problems and queries, escalating where necessary
• Submit daily, weekly, and monthly helpdesk reports to the team leader
• Maintain a strong customer focus and handle all user interactions with openness, honesty, and respect
• Continuously drive quality improvement within your job function and work effectively within a team in a pressurised environment

What We're Looking For

• Diploma or higher in an IT-related discipline with 1–2 years of L1 service desk or technical support experience
• Solid working knowledge of M365, Active Directory, and Microsoft Office applications
• Experience with ServiceNow or similar ITSM ticketing tools
• Familiarity with incident management vs. problem management concepts, OSI layers, and Outlook cache exchange mode
• Understanding of OneDrive vs. SharePoint, and OST vs. PST file differences
• Proficient in English with strong interpersonal and telephone communication skills
• Willing and able to work standard office hours as well as shift hours onsite