Service Desk Analyst II

About the Role

The Service Desk Analyst II owns timely and accurate processing of incoming ServiceNow tickets. The analyst reviews and structures each ticket, populates key fields, attaches the relevant knowledge base article, performs short remote troubleshooting and data collection, and then decides whether to resolve or escalate. If an issue is likely to take more than 15 minutes to resolve, it is escalated to the appropriate resolver team with the diagnostic groundwork already done.

This is a remote triage role, not a desk-side engineering role. The analyst does not perform hardware repair, part replacement, asset handling, or assistance that requires physical presence with the user. The analyst is, however, expected to understand hardware well enough to recognise it remotely, qualify it correctly, and escalate it with evidence.

What You’ll Do

Intake and triage

• Review new tickets, confirm Incident vs Request, check for duplicates, establish scope (how many users, which locations, which services).
• Populate ServiceNow fields accurately, so that downstream teams do not have to re-investigate from scratch.
• Record clear Work Notes: steps performed, data collected, hypotheses considered and ruled out.

Rapid assessment and routing

• Identify the problem layer: network, software, hardware, identity and access, or external service dependency.
• Resolve simple issues within 15 minutes, otherwise escalate to the correct resolver group.
• Handle routine identity and access requests: Active Directory and Microsoft Entra ID accounts and groups, password resets, account unlocks.
• Resolve common Microsoft 365 and collaboration service issues (Exchange, Teams, SharePoint, OneDrive) that can be addressed remotely.
• Route onsite and local office issues, device provisioning, and incidents requiring deep troubleshooting to the appropriate team.

Hardware-aware escalation

• Distinguish hardware root causes from software and configuration issues remotely, through structured questioning and available telemetry.
• Check device state and compliance in endpoint management tooling (Intune, Jamf) before escalating.
• Collect what the engineer will need: device model and serial number, warranty status, error messages, logs, reproduction steps, user availability and location.
• Hand over a ticket with a substantiated hypothesis rather than a forwarded complaint.

Knowledge management

• Find and apply the correct knowledge base article during triage.
• Flag outdated, incorrect, or missing articles.
• Create and update articles for recurring issues, following the team content standard, so that other analysts and end users can reuse them.
• Feed triage findings back into the knowledge base, and propose categorisation and mapping improvements.

Quality, SLA, and teamwork

• Monitor SLA compliance and queue health, prevent stuck, stalled, or misrouted tickets.
• Communicate concisely with end users and resolver teams, and set realistic expectations.
• Operate inside an international team, provide clear handovers and status updates.

What You’ll Bring

• 1.5-2+ years in an IT Service Desk or Helpdesk role, enterprise environment preferred.
• English proficiency, written and spoken. Bahasa Malaysia is a plus.
• Hands-on ServiceNow (or comparable ITSM) experience: categorisation, prioritisation, Assignment Group routing, CMDB and CI usage.
• Active Directory and Microsoft Entra ID basics: creating and managing accounts and groups, password resets, unlocks.
• Strong working knowledge of Windows 10/11 and macOS, plus remote support tooling (RDP, TeamViewer or equivalent).
• Proficiency with Microsoft 365 applications and their service dependencies (Exchange, Teams, SharePoint, OneDrive).
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP), sufficient to identify the problem layer and the correct resolver group.
• Hardware literacy for triage purposes: familiarity with common business device families, typical failure symptoms, and the ability to separate hardware faults from software issues remotely and escalate them with supporting evidence. Hands-on repair experience is not required for this role.
• Ability to read device state in endpoint management tooling such as Intune or Jamf.
• Practical knowledge base experience: locating and applying existing articles, and writing or updating articles clearly enough for others to reuse them.
• Proven real-time multitasking, ability to work independently under pressure, and consistently high-quality customer service.
• Willingness to learn new products and technologies through lab time, self-study, and vendor resources.

Bonus Skills

• ITIL Foundation, HDI, CompTIA A+, MCP, or comparable certification.
• Familiarity with KCS (Knowledge-Centered Service) or another structured knowledge content standard, including experience authoring Break/Fix and Process/Procedure style articles.
• Experience with incident monitoring and alerting systems.
• PowerShell scripting for fast data collection and short diagnostics, strictly within triage scope.
• Experience applying Impact and Urgency matrices and maintaining accurate CI relationships.
• Experience supporting a distributed or remote workforce.

What You’ll Get 

• 15–21 annual vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Private medical insurance for employees and eligible dependents, including hospital and surgical coverage, outpatient care, and mental health support
• Dental insurance for employees and dependents
• Life and personal accident insurance, including accidental death, disability, critical illness, and terminal illness
• Annual flexible spending allowance for health and wellbeing expenses
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

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