24/7 Helpdesk Support Specialist - Payments & IT Ops

Transaction Network Services

Kuala Lumpur

On-site

MYR 45,000 - 73,000

Full time

14 days+

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Job summary

Transaction Network Services (TNS) is seeking a motivated Helpdesk Support Specialist to join our 24x7 operations team in Kuala Lumpur. You will provide first line support across our Accept, Connect and Orchestrate portfolios, handling inquiries, tickets and incidents with a focus on quick resolution.

The role requires experience with ticketing systems (Remedy or Salesforce), SQL queries, and strong communication with local and remote colleagues.

Qualifications

Experience in 24x7 Operations Service Desk / technical support.
Experience with ticketing systems (Remedy or Salesforce).
Strong communication with local and remote teams and clients.
Ability to query SQL databases.
Analytical fault-finding and process adherence.
Self-motivation and continuous learning attitude.

Responsibilities

24x7 shift rotation covering weekends and public holidays.
Support Service Operations BAU and daily activities.
Monitor services, log incidents, and troubleshoot across TNS Accept, Connect and Orchestrate.
Perform daily checks on platforms, report outcomes, escalate issues.
Handle tickets through to resolution with timely updates.
Collaborate with internal teams and third parties for incidents.
Maintain clear verbal and written communication with customers and partners.
Support post-incident analysis and change management activities.
Adhere to policies and deliver against SLAs and OLAs.
Perform ad hoc tasks as required.