1st-Line IT Support Engineer (Service Desk)

PERSOL Workforce Solutions Malaysia Sdn Bhd

Johor Bahru

On-site

MYR 45,000 - 78,000

Full time

2 days ago

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Job summary

PERSOL Workforce Solutions Malaysia Sdn Bhd is seeking an IT Service Desk Analyst to respond to inquiries via Call, Email, Webchat, and other channels, providing first level troubleshooting across Workplace, Server, Network, MS 365, and more.

The role requires a university degree and strong English, with 1 year IT support experience preferred; bilingual candidates with Mandarin or Thai are welcome. Working hours may include 12-hour shifts and weekend coverage.

Qualifications

University degree with a good command of English.
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Singaporeans, Malaysians, or SPR holders preferred.
Willing to work 12-hour shifts or standard office hours as required.
Preferably 1 year of IT support experience in a service desk environment.
ITIL4 Foundation certification is an advantage.
Bilingual English plus Mandarin and/or Thai preferred.
All tickets and documentation must be maintained in English.

Responsibilities

Respond to enquiries, incidents, requests and alerts via Call, Email, Webchat, EUP, IVR, and monitoring consoles.
Perform 1st level troubleshooting across Workplace, Server, Network, MS 365, Secure Access Service Edge, and POS.
Monitor security events and server/network availability and performance.
Handle password resets and unlocks.
Log and route unresolved issues to higher tiers or Resolver Teams.
Record and manage all transactions and cases in the Service Management System.
Broadcast notifications to relevant internal and external parties.
Provide timely status updates and follow up on escalated cases through to closure, within SLA.
Ensure all daily tasks are carried out per Standard Operating Procedures.
Undertake other duties as assigned by the Team Lead, ARC Manager, or Top Management.