L1/L2 Global Service Desk Analyst

Confirmed live in the last 24 hours

OPSWAT

Ho Chi Minh City, Ho Chi Minh City, Vietnam

Hybrid

Posted April 10, 2026

Job Description

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:
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