Job Opportunities API

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands. 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: catego