Our client is a well-established multinational organization within the logistics and supply chain industry, supporting global operations across multiple regions. They are currently expanding their IT support structure and seeking a capable team lead to oversee regional helpdesk operations.
Job Responsibilities: -
- Provide Level 1 application support and troubleshooting for logistics systems (e.g: Warehouse Management System, Freight/Forwarding platforms) and ERP solutions.
- Manage and prioritize incidents within the ticketing system, ensuring SLA compliance.
- Escalate complex cases to Level 2 or relevant technical teams.
- Lead and supervise 24-hour weekday helpdesk operation (shift-based structure)
- Monitor ticket trends, identify root causes and propose operational improvements
- Prepare weekly/ monthly performance and incident reports
- Support Microsoft 365 account administration and user management
- Coordinate with internal stakeholders, global users and vendors as required
- Train and mentor helpdesk team members
- Develop SIPs, user guides and knowledge base documentation
Job Requirements:
- Bachelor's degree in IT, Computer Science or related field
- Minimum 4 years of experience in IT helpdesk / Service Desk/ Application Support
- Prior experience in a team lead or supervisory
- Exposure to ERP systems (e.g.: SAP, Microsoft Dynamics, or equivalent)
- Familiarity with IT service management processes (ITL knowledge preferred)
- Strong communication skills in English, Mandarin proficiency is an advantage as need to support China & Taiwan users
- Ability to manage multiple priorities in a fast-paced environment
- Experience supporting logistics or supply chain systems will be an added advantage
#Countrymalaysia
