24/7 IT Service Desk Associate – Entry Level

GD Express; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

GD Express is seeking a proactive Associate, Service Desk to join the IT Operations team. You will be the first contact for IT incidents and service requests, providing Level 1 support and initial troubleshooting.

The role supports a 24×7 operations environment with weekly rotations including day and night shifts across nationwide branches. Fresh graduates are welcome, and candidates should be capable of using Windows/Microsoft 365, VPN, and basic Active Directory tasks.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• Fresh graduates are encouraged to apply.
• Experience in IT Helpdesk, Service Desk, or Technical Support is advantageous.
• Good customer service and strong communication skills.
• Basic understanding of desktop OS, networking, and end-user support.

Responsibilities

• Serve as first point of contact for IT incidents and service requests.
• Provide Level 1 support via phone, email, and remote tools.
• Log, categorize, prioritize, and assign incidents in the Service Desk system.
• Perform initial diagnosis and troubleshooting before escalation.
• Maintain ticket documentation and resolution records.
• Support users with password resets and account unlocks.
• Assist with VPN connectivity and remote access issues.
• Provide guidance on standard IT systems and applications.
• Handle inquiries for branches, hubs, warehouses, and logistics nationwide.
• Monitor SLAs, escalate as needed, and update stakeholders.
• Contribute to Service Desk knowledge base and SOPs.

Skills

Customer service

Communication

Troubleshooting

IT Helpdesk

Shift work

Time management

Adaptability

Education

Diploma or Bachelor’s Degree in IT/CS

Tools

Microsoft Windows

Microsoft 365

Outlook

Teams

OneDrive

Active Directory

Job description

GD Express is seeking a proactive Associate, Service Desk to join the IT Operations team. You will be the first contact for IT incidents and service requests, providing Level 1 support and initial troubleshooting.

The role supports a 24×7 operations environment with weekly rotations including day and night shifts across nationwide branches. Fresh graduates are welcome, and candidates should be capable of using Windows/Microsoft 365, VPN, and basic Active Directory tasks.