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Global Service Desk Analyst - Night Shift

Locatie Petaling Jaya, Selangor, Maleisië Publicatiedatum 18 mei 2026 Job ID 22060
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Our Opening and Your Responsibilities
  • Act as the single point of contact for employees regarding IT issues and queries via phone and ticketing channels. 
  • Provide 1st and 2nd level support to troubleshoot and resolve hardware and software problems, including Windows 10 and above, Microsoft Office 365, laptops, desktops, printers, mobile devices, and network connections. 
  • Handle IT support phone calls and tickets within defined SLA parameters. 
  • Log all service requests and phone calls in the Service Desk tool (ServiceNow). 
  • Monitor and ensure phone queue SLAs are met. 
  • Take ownership of high-priority issues and coordinate with other IT support teams to ensure resolution.
  • Escalate unresolved tickets to the next level of support when necessary. 
  • Participate in the on-call rotation to provide extended coverage as required.
What You Need to Succeed
  • Diploma or Degree in any discipline, with a keen interest in IT/Computing and at least a year of Service Desk or Technical Support experience. 
  • Good understanding of computer systems, mobile devices, and tech products. 
  • Advanced ability to gather, monitor, and document data. 
  • Understanding of the ITIL framework. 
  • Excellent customer service skills. 
  • Excellent verbal and written communication skills in English. 
  • Good knowledge of Service Desk and Call Center operations. 
  • Required Skills: Microsoft 365, Azure Active Directory, Exchange, MS Teams, LAN, VPN & Wireless, Antivirus, and Windows operating systems. 
  •  Comfortable working in a call center environment across global time zones.
Our Offer to You
  • 1.5-month contractual bonus
  • Medical and Dental Benefit 
  • Life Insurance Plan
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.
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