L1/L2 Global Service Desk Analyst
Protecting the World’s Critical Infrastructure
OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.
The Position
We are seeking a L1/L2 IT Global Service Desk Analyst to join our IT team in Vietnam, supporting a global user base of over 1,000 employees. As part of a centralized Global Service Desk, this role serves as the first point of contact for IT incidents and service requests, delivering support in line with ITSM and ITIL best practices.
The role involves hands-on support across end-user systems, identity and access management, and Microsoft 365 services, with a strong focus on service quality and customer experience. You will get exposure to OPSWAT’s IT leaders, work at a global service desk, and an opportunity to gain experience with the technical operations of a large organization dedicated to supporting the critical infrastructure of the world.
What You Will Be Doing
- Act as part of a Global Service Desk providing L1/L2 IT support to 1,000+ users worldwide, serving as the first point of contact for incidents and service requests via Jira Service Management.
- Log, categorize, prioritize, escalate, and resolve incidents and service requests in accordance with ITIL processes and defined SLA/OLA requirements.
- Troubleshoot and resolve issues related to:
- End-user devices and operating systems (Windows 10/11, Linux, macOS)
- Microsoft 365 services and collaboration tools
- Identity, authentication, and access-related issues
- Basic network issues (connectivity, VPN, DNS, DHCP)
- Other enterprise SaaS applications
- Participate in incident management activities, including major incident handling and post-incident reviews, to ensure service stability and timely resolution.
- Perform Identity & Access Management activities, including user provisioning, role assignment, access reviews, and de-provisioning using Microsoft EntraID and related systems.
- Assist in endpoint management using Microsoft Intune, including device enrolment, compliance monitoring, and basic troubleshooting.
- Support IT Asset Management processes, including asset lifecycle tracking, inventory updates, and compliance with internal policies.
- Follow and contribute to ITSM practices including Incident Management, Request Fulfilment, Access Management, and Change Enablement.
- Collaborate with global IT teams to ensure consistent service delivery and effective escalation and resolution.
- Maintain accurate documentation, knowledge base articles, and standard operating procedures.
- Contribute to continuous service improvement initiatives, including process optimization, automation, and procedural enhancements.
What We Need from You
- Bachelor degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
- Solid understanding of IT Service Management (ITSM) concepts and workflows, preferably aligned with ITIL, with experience using a ticketing system.
- Strong hands-on experience with Microsoft Entra ID and Microsoft 365.
- Proficiency with Windows 10/11, Windows Server fundamentals, and basic familiarity with macOS.
- Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and routing basics.
- Awareness of Cyber Security fundamentals, including access control, endpoint security, incident handling, and data protection principles.
- Ability to analyze issues, identify root causes, and apply structured problem-solving approaches.
- Strong sense of ownership, accountability, and customer service orientation.
- Ability to work effectively in a shift-based, onsite operational environment, including on-call rotation as required.
It Would Be Nice If You Had
- Certifications such as ITIL Foundation, Microsoft Azure / AWS, or CompTIA Security+ (preferred, not mandatory).
- Basic exposure to cloud platforms (Azure, AWS, or GCP) from a support or operational perspective.
- Familiarity with security frameworks and standards.
- Experience supporting or working alongside Security Operations or IT Operations teams.
- Prior experience in a global or regional Service Desk environment.
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.
Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.
