24/7 IT Service Desk Specialist — Customer Support

EXEO Global Pte Ltd; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

EXEO Global Pte Ltd is seeking a capable first-level support professional to triage, manage, and resolve service cases in a 24x7 context. You will provide timely updates, document cases, and perform initial troubleshooting using remote tools and a knowledge base.

The role requires coordinating with Field Engineers and various teams to ensure service commitments are met, while maintaining professional customer communications and contributing to continuous improvement.

Qualifications

• Diploma or Bachelor’s degree in IT, Engineering, CS or related field preferred.
• Fresh graduates encouraged to apply; up to 1 year in customer-facing tech support gives an advantage.
• Experience in ITSM/Service Desk or ticket coordination preferred.
• Hands-on with Salesforce, Zendesk or similar ticketing/CRM platforms.
• Experience with 8x8 Softphone or similar VoIP/call management systems is a plus.
• Exposure to supporting global customers in SLA-driven environments preferred.
• ITIL Foundation certification is an advantage.
• Strong verbal and written communication, interpersonal, organizational, and customer service skills.
• Proficient in Microsoft Office and general IT tools.
• Ability to work independently, prioritize tasks, and perform in a fast-paced, customer-focused setting.

Responsibilities

• Manage support cases assigned by the Queue Manager and meet SLAs.
• Provide timely customer updates and keep case documentation accurate.
• Perform first-level troubleshooting using remote tools and knowledge base resources.
• Handle call-home alerts and remote hands requests, escalating when needed.
• Follow established case management and escalation procedures.
• Coordinate Field Engineers, subcontractors, and spare parts to meet service commitments.
• Collaborate with L2, L3, SMEs, Supply Chain and other teams to resolve issues.
• Maintain professional communication with customers, vendors, and internal stakeholders.
• Share knowledge and contribute to process improvements.
• Attend required training and perform other duties as assigned.

Skills

Customer Focus

Attention to Detail

Problem Solving

Communication

Teamwork

Documentation

Adaptability

Critical Thinking

Continuous Improvement

Professionalism

Education

Diploma or Bachelor's Degree in IT/Engineering/CS

Tools

Salesforce

Zendesk

8x8 Softphone

Job description

EXEO Global Pte Ltd is seeking a capable first-level support professional to triage, manage, and resolve service cases in a 24x7 context. You will provide timely updates, document cases, and perform initial troubleshooting using remote tools and a knowledge base.

The role requires coordinating with Field Engineers and various teams to ensure service commitments are met, while maintaining professional customer communications and contributing to continuous improvement.