Senior Service Desk Analyst

HKA is a leading global consultancy in risk mitigation, dispute resolution, expert witness and litigation support. We anticipate, investigate and resolve complex challenges by harnessing world-leading multi-disciplinary expertise and experience. As trusted independent consultants, experts and advisors, we deliver solutions amid uncertainty, dispute and overrun, and provide the insights that make the best possible outcomes a reality for public and private sector clients worldwide. Our experts have testified across the globe on many of the largest quantum, delay, engineering and commercial damages matters. As part of the HKA team you can expect: A strong collaborative culture. The opportunity to be a part of a rapidly growing team and be part of driving the future success and development of our global business. A supportive company that values employee growth and development. The Opportunity: Due to HKA’s growing headcount across our global offices, we are now seeking to expand our IT capabilities with multiple roles in Malaysia. As a Service Desk Analyst, you will provide high-quality technical support to your colleagues across the Asia Pacific region. You will act as the first point of contact for all IT enquiries, ensuring HKA’s IT systems run smoothly across the business, demonstrating a high level of customer service and problem-solving skills. This is a shift-based role. Key Responsibilities: Act as the first point of contact for all IT support requests via phone, email, and the service management platform, and escalating complex issues to the appropriate teams as needed. Take full ownership of support tickets from initial logging through to resolution or escalation. Accurately log, update, and document all incidents and service requests within the IT Services Management (ITSM) system. Support user account management, including identity validation, password resets, and access provisioning. Assist with onboarding and offboarding processes in partnership with HR and Recruitment teams. Perform laptop builds, deployments, and hardware refresh activities as required. Provide and contribute to IT team initiatives as required including documentation, knowledge base articles, and continuous improvement projects. Coordinate with third-party vendors where necessary to resolve technical issues. Support email security processes, including quarantine management where applicable. Skills and Experience: Ideally you will possess the following skills and experience: Minimum 5 years experience in a Service Desk, Helpdesk, or similar IT support role. Strong technical troubleshooting skills across Windows operating systems, desktop environments, PC hardware, and basic networking (DNS, DHCP, VPN). Experience with ITIL‑aligned service management processes, including user account administration and access management (Active Directory). Excellent communication and interpersonal skills. Strong problem‑solving abilities and the capacity to prioritise multiple tasks. Exposure to ERP systems or enterprise business applications. Familiarity with Microsoft 365 and Office applications. What we offer: At HKA we recognise that our people are critical to our ongoing success. Our priority is to provide an inclusive and collaborative culture aimed at providing the best opportunities for our people to thrive and develop in their chosen career path. We operate a flexible working pattern both in terms of hours and location and are happy with flexible remote working. Our Global Recruitment team is committed to providing an authentic candidate experience for all those who take the time to apply to HKA. We are committed to providing an efficient and insightful recruitment process giving candidates a true reflection of life at HKA. We are committed to responding to all applicants who apply by the closing date. CLOSING DATE: 31 May 2026. ED&I at HKA: HKA has a thriving ED&I committee working hard to provide an inclusive and welcoming environment for a truly diverse set of employees. We are committed as a business on the continued improvement of our Equality, Diversity and Inclusion strategy, please visit our careers page for further information or feel free to ask our recruitment team for further information. All HKA employment decisions are firstly made on merit and shall be made without regard to age, disability, gender or gender reassignment, marriage, and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation, or any other basis in compliance with local legislation. 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