Apps Support - IT Helpdesk (Fresh Grad)

UST Global (M) Sdn Bhd; Batu Kawan; On-site; MYR 29,000 - 42,000; Full time

Job summary

UST Global SM (UST) is recruiting fresh graduates for an IT Helpdesk (Apps Support) role in Malaysia. The position focuses on assisting users with IT issues, logging incidents, and resolving them within SLA timelines.

You will work as the frontline contact via phone, email, and chat, and you will log, track, and investigate incidents, escalating when needed. Strong English and SQL knowledge are required to contribute to data-driven decisions.

Qualifications

• Diploma in Computer Science, Information Technology or equivalent.
• Bachelor's degree accepted for entry-level roles.
• Experience using a ticket logging system, preferably ServiceNow.
• Strong English communication and writing skills.
• Knowledge of SQL.
• Strong problem-solving, incident management and user support skills.

Responsibilities

• Act as the frontline, only point of contact for users with IT issues through phone, email, and chat.
• Log, track, investigate, and resolve incidents in the ticket logging system.
• Escalate issues appropriately using hierarchical and functional escalation guidelines.
• Maintain ownership of incidents and ensure they are resolved within the applicable SLA timeframe.
• Monitor incident progress and keep users informed throughout the resolution process.
• Prepare reports and perform statistical analysis on data from the ticket logging and tracking system.
• Analyse data and information to support business decisions and recommendations.

Skills

SQL

Ticketing system

English communication

Education

Diploma in Computer Science/IT

Bachelor's degree

Tools

ServiceNow

Job description

UST Global SM (UST) is recruiting fresh graduates for an IT Helpdesk (Apps Support) role in Malaysia. The position focuses on assisting users with IT issues, logging incidents, and resolving them within SLA timelines.

You will work as the frontline contact via phone, email, and chat, and you will log, track, and investigate incidents, escalating when needed. Strong English and SQL knowledge are required to contribute to data-driven decisions.