Service Desk Analyst – Ops Support
Position Overview:
The IT Service Desk Analyst acts as the first point of contact for technical support within the organization. This role is responsible for providing timely and effective support to internal users for hardware, software, network, and system-related issues. The analyst will troubleshoot problems, escalate when necessary, and ensure high levels of customer satisfaction.
Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via the service portal.
- Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
- Record and track all incidents and service requests using the IT service management tool.
- Escalate complex or unresolved issues to appropriate support teams in a timely manner.
- Assist in onboarding/offboarding users, including setting up workstations, email accounts, and access permissions.
- Follow standard operating procedures and contribute to the development and documentation of new processes.
- Maintain and update IT knowledge base articles and support documentation.
- Monitor system alerts and take necessary actions to resolve or escalate.
- Deliver excellent customer service and communicate effectively with users at all technical levels.
- Participate in continuous improvement efforts to enhance service desk efficiency and user experience.
- Monitor batch schedule and triage issues.
Qualifications:
- 1–3 years of experience in a technical support or IT service desk role.
- Strong knowledge of Windows and/or macOS operating systems, Microsoft 365, and common desktop applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with Active Directory, Azure Entra, remote support tools, and ticketing systems (e.g., ServiceNow, Jira, or Assyst).
- Excellent communication, customer service, and problem-solving skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Desired skills but not essential:
- Some experience of scheduling tools such as Tivoli Workload Scheduler (TWS), Control-M or ActiveBatch.
- Linux or Unix scripting skills such as Bash and Regex
- SFTP administration
- Database and SQL basics
Rewards and benefits
Our rewards and benefits are as varied as our customers and our people, depending on your role, and which part of the business you join. The one thing they have in common is that they’re designed to recognise your contribution to our success.
Generous holiday allowance (often including your birthday!)
Discount on Clarks products
Private medical insurance (typically covering inpatient, outpatient and dental care)
13th month salary, equivalent to a month’s salary paid each December
Diwali bonus, equivalent to a month’s salary paid a month before Diwali (India only)
Family leave to care for spouses, parents or grandparents (Singapore and Malaysia)
Workmen Injury Compensation Insurance (Japan and South Korea)
Long-service recognition awards
Exclusive employee discounts on a wide range of products and brands
Investing in your development
We’re constantly on the move, staying ahead of a changing world by keeping our minds sharp and our skills fresh. That’s why, wherever in the world you join us, you’ll find a wide range of learning opportunities at your fingertips, to make sure you keep growing and progressing.
From apprenticeships in the UK, to internships in the US and Singapore. Support for professional qualifications, to targeted leadership development programmes, and LearnerVerse, our corporate online training portal. Not to mention the chance to experience life in different parts of the business, and learn first-hand from experienced colleagues. So, if you’re looking to build on your skills, the opportunities are yours for the taking.
What we can offer youMeet some of the team
To give you a real insight into what it’s like to work at Clarks, we thought we’d ask the people who know it best.
The people who already work here. And in their own words.
Karina
Head of Project Management and Business Analysis
Kate
People Experience Partner
What to expect from our process
We know every person is unique – and we embrace it. So, you’ll find our recruitment process is a little different, depending on the role you apply for and where it’s based. But you’ll always find it’s:
Transparent
Right from the start, you’ll know what to expect. We’ll be honest about the role, the team, the division, and the business, as well as the process.
Fair
Our family values mean it’s in our DNA to treat people fairly. So, you can expect a process that’s respectful, whatever the outcome.
A two-way process
We’ll make sure you find out as much about us as we do about you, so you’re sure we’re the right fit for you.
Communicative
We’ll keep you in the loop at every step – so you always know where you stand. And at each stage, you’ll learn more about our culture, our brand, and what it means to be part of our journey.
Ready to
apply?
Service Desk Analyst – Ops Support
Location: Kuala Lumpur
Reference number: 23374