Job Title: Service Desk
Location: Malaysia
Job Summary
We are seeking a Service Desk to provide first-level IT support to users and ensure efficient resolution of technical issues. The role involves managing incidents, handling service requests, troubleshooting problems, and maintaining service levels using IT service management tools.
Key Responsibilities
- Provide first-line technical support to end users via phone, email, or ticketing systems.
- Log, track, and manage incidents and service requests through ITSM tools.
- Troubleshoot hardware, software, and basic network issues.
- Ensure incidents are resolved within defined SLA timelines.
- Maintain accurate documentation of tickets, troubleshooting steps, and resolutions.
- Support on-call operations and customer support activities when necessary.
- Follow standard incident management and service desk procedures.
- Deliver high-quality customer service and user support.
Required Skills
- Experience in Service Desk / IT Support / Helpdesk roles.
- Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Knowledge of incident management and ticketing systems.
- Strong troubleshooting and problem-solving skills.
- Experience providing customer support in IT environments.
- Good communication and interpersonal skills.
Preferred Qualifications
- 13 years of experience in Service Desk or Technical Support.
- Understanding of IT service management practices aligned with ITIL.
- Experience supporting enterprise users or corporate IT environments.
