Join a market leader in injury and claims management — supporting 2.2M+ workers, 300,000+ employers, and over $100B in claims payments across Australia, backed by 110+ years of industry experience and community impact.
The Opportunity
Enable efficient claims and recovery support at a top-performing organisation serving millions nationwide — while strengthening workflows, accuracy, and service quality.
Why join us
- Proudly Great Place to Work® certified
- Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
- Grow with stability: 100+ in our 10-Year Club by 2025
- Dynamic talent network: 2,000+ across APAC and beyond
- Competitive compensation with annual reviews
- Comprehensive medical care for you and your family
- Generous paid leave because work-life balance matters
- Level up with LinkedIn Learning and tailored training
- Flexible work setup
Staff Testimonial
It's incredibly rewarding to know our work helps millions of workers recover and return to life, supported by a team that genuinely cares - Senior Developer, ASW Malaysia.
What You'll Do
- Provide end-to-end Level 1 support, handling both ticket logging and direct resolution (not limited to dispatching).
- Manage approximately 300–400 tickets per month received via phone, email, chat, and self-service portal, including handling an average of 5–6 inbound calls per day.
- Troubleshoot and resolve primarily software-related issues (around 80%), especially within Microsoft 365 (e.g., Outlook, access issues) and Citrix environments.
- Perform user account management tasks in Active Directory and Azure AD, including account provisioning, password resets, email setup, access assignment, and account maintenance.
- Identify hardware-related issues (around 20%) and escalate to onsite support when necessary.
- Follow ITIL-aligned processes to manage the full incident lifecycle, ensure SLA compliance, maintain accurate ticket documentation, and refer to problem records for recurring issues.
- Escalate complex cases to Level 2 or relevant technical teams when outside of Level 1 scope.
- Meet defined KPIs including SLA adherence, resolution targets, and quality metrics under a structured monthly scorecard system.
- Work within a 24/7 monthly rotating shift model (and comply with onsite/hybrid requirements based on performance.
Key Criteria- Minimum 3–4 years of experience in Service Desk / IT Support, handling real ticket volumes in a structured support environment (not entry-level or purely dispatch roles).
- Proven experience providing end-to-end Level 1 support, including logging, troubleshooting, and resolving incidents directly rather than only routing tickets.
- Strong understanding of IT Service Management (ITSM) principles, including:
- Full incident lifecycle management
- SLA tracking and compliance
- Differentiation between incident and problem records
- Structured ticket documentation and escalation processes
- ITIL knowledge is required in practice (ITIL certification strongly preferred)
- Hands-on experience supporting Microsoft 365 environments, including troubleshooting Outlook, application access issues, and general M365-related incidents.
- Practical experience with Active Directory and Azure Active Directory, including:
- User account provisioning
- Password resets and account unlocks
- Email setup and access configuration
- User access management tasks
- Exposure to and ability to troubleshoot within a Citrix environment, as Citrix-related incidents are among the most recurring issue types.
Work setup
- Kuala Lumpur (Mid Valley City): Australian hours (6 am–3 pm MYT). On your first month, will be full-time in the office, after that will be 3 days/week in the office. Willing and able to work in a 24/7 rotating shift model (Moon/Noon/Night Shift monthly rotation)
