Associate, Service Desk

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

We are looking for a proactive and customer-focused Associate, Service Desk to join our IT Operations team. The successful candidate will serve as the first point of contact for all IT-related incidents and service requests, providing Level 1 technical support to internal users and external customers. This role is responsible for incident logging, initial troubleshooting, service request fulfilment, and timely escalation to the appropriate support teams. This role supports a 24×7 IT Operations environment and requires participation in a weekly rotational shift schedule, including day and night shifts, to ensure continuous IT support across the organization.

Key responsibilities

Service Desk Operations

Serve as the first point of contact for all IT incidents and service requests.

Provide Level 1 technical support via phone, email, IT Service Desk, remote support tools, and other communication channels.

Log, categorize, prioritize, and assign incidents using the Service Desk system.

Perform initial diagnosis and troubleshooting before escalating to the appropriate support team.

Ensure incidents and service requests are managed within agreed Service Level Agreements (SLAs).

Maintain accurate ticket documentation and resolution records.

User Support

Assist users with password resets and account unlocks.

Support Microsoft Windows, Microsoft 365, Microsoft Office, Outlook, Teams, and OneDrive enquiries.

Assist users with VPN connectivity and remote access issues.

Provide guidance on standard IT systems and applications.

Perform basic user administration in Active Directory and Microsoft 365.

Operational Support

Provide first-level IT support for branches, hubs, warehouses, and logistics operations nationwide.

Handle enquiries from internal users and external customers relating to company systems and applications.

Perform initial verification and troubleshooting of application-related issues before escalation.

Monitor critical operational incidents and provide timely updates to relevant stakeholders.

Coordinate with Workspace Operations, Application Operations, Development, Infrastructure & Network, and vendor support teams.

Escalate business-critical incidents promptly in accordance with established procedures.

Monitor Service Desk queues and ensure timely responses.

Escalate incidents based on priority, severity, and business impact.

Follow up with users until incidents are fully resolved.

Maintain professional communication throughout the incident lifecycle.

Contribute to Service Desk knowledge base articles and standard operating procedures (SOPs).

Requirements & Qualifications

Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline.

Fresh graduates are encouraged to apply.

Candidates with experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support will have an added advantage.

Experience supporting Microsoft Windows and Microsoft 365 environments is preferred.

Experience working in a shift-based operational environment is an advantage.

Basic understanding of desktop operating systems, networking, and end-user support.

Strong customer service and communication skills.

Good troubleshooting and analytical abilities.

Able to remain calm and work effectively under pressure.

Good time management and multitasking skills.

Working Arrangement

This position supports a 24×7 IT Operations environment.

Applicants must be willing and able to work on a weekly rotational shift schedule, including:

Day Shift

Night Shift

Weekends Standby (when rostered)

Candidates who are comfortable working night shifts are strongly encouraged to apply, as overnight support is an important part of this role.

Shift schedules will be assigned based on operational requirements.

Supported by robust technology infrastructure and digital platforms, GDEX offers express courier service, international shipping, and warehouse fulfilment. GDEX has recently diversified into IT services and solutions.

Established in 1997, GDEX is a homegrown company that has expanded regionally to Singapore, Indonesia, and Vietnam. Today, GDEX includes smart retail solutions (Xilnex), ecommerce & app development (Sweetmag), and cybersecurity solutions (Anon Security).

With this ecosystem, GDEX provides digital business solutions, leveraging our comprehensive logistics network to serve businesses and communities. We do not just deliver shipments, but also mobilise businesses across the region