Technical User Support is responsible for delivering professional and responsive technology support across internal user, covering incident resolution, device lifecycle management, and Microsoft 365 productivity tools.
Key responsibilities:
Service Desk & Incident Management
- Handle first-level support for incidents, service requests and operational issues; record, prioritise and resolve tickets per approved processes.
- Escalate unresolved issues with full troubleshooting details; keep users informed on status and workarounds.
- Maintain accurate service records and knowledge articles to improve future resolution.
Endpoint & Asset Management
- Manage lifecycle of desktops, laptops, tablets, peripherals — including setup, deployment, tagging, inventory and disposal.
- Support endpoint configuration, software deployment and patching via Microsoft Intune; maintain up-to-date hardware, software and license records.
Productivity & Collaboration Support
- Support Microsoft 365 tools, office applications, printing and communication platforms; covering installation, troubleshooting and licence management.
- Deliver user guidance and training on supported tools; coordinate vendor support as needed.
Security, Compliance & Continuous Improvement
- Perform support activities in line with PIDM IT policies, cybersecurity standards and access control requirements.
- Support onboarding, movement and offboarding; promote good cybersecurity hygiene among users.
- Identify recurring issues and recommend preventive actions to improve service quality.
Education / Professional Qualification:
- Bachelor's Degree in Computer Engineering, Computer Science, Information Technology or equivalent.
- Minimum 3 years of experience in IT support, service desk, end-user computing or endpoint support.
- Hands-on experience with Microsoft 365, Windows devices, printers and common business applications.
- Knowledge of incident management, ticket handling, escalation and service documentation practices.
- IT service management, Microsoft 365 or endpoint management certifications are an added advantage.
Professional Competencies:
- Troubleshooting of end-user devices, OS, applications and peripherals.
- Microsoft Intune or equivalent endpoint management tools.
- Asset inventory, software license allocation and configuration record management.
- Cybersecurity hygiene, access control and secure endpoint practices.
- Service-oriented, accountable and detail-driven with strong communication skills.
- Able to manage multiple priorities under time pressure; collaborative and proactive learner.
This position is open to Malaysian citizens only.
By submitting your CV, you consent to the processing of your personal data in accordance with PIDM's Privacy Notice which can be accessed at https://www.pidm.gov.my.
