DESKTOP SUPPORT EXECUTIVE

MYFutureJobs; Shah Alam; On-site; MYR 33,000 - 56,000; Full time

Job summary

Jora Malaysia is seeking a Desktop Support Executive to deliver Level 1 and Level 2 support for end users, desktops, printers and contact centre technologies.

You will manage AD and Office 365 accounts, troubleshoot Windows and Office apps, and handle tickets within SLAs. Prior experience in a BPO or contact centre is valued, with a 3-shift rotation expected.

Qualifications

• Diploma or Degree in IT, Computer Science or related field.
• 2–4 years of desktop support, helpdesk or end-user support experience.
• Solid knowledge of Windows 10/11, Microsoft Office and Office 365.
• Experience with remote tools like TeamViewer, AnyDesk, SCCM or RDP.
• Basic networking knowledge (IP, DNS, DHCP) and AD user management.
• Familiar with ticketing systems (ServiceNow, Zendesk, Freshdesk).
• Exposure to contact centre tech and VoIP devices is a plus.
• Previous contact centre/BPO experience preferred and ITIL/Microsoft certs help.

Responsibilities

• Provide Level 1 and 2 desktop support for hardware, software and contact centre tools.
• Install, configure and maintain desktops, laptops, printers and peripherals.
• Manage user accounts and permissions in Active Directory and Office 365.
• Troubleshoot Windows OS, Office suite, MS Teams, Zoom and productivity tools.
• Respond to service desk tickets and meet SLAs.
• Support VoIP systems, headsets, softphones and contact centre apps.
• Perform preventive maintenance and routine system checks.
• Maintain hardware inventory and IT asset records.
• Coordinate with network/server/application teams for escalations.
• Assist onboarding/offboarding: device provisioning and access control.

Skills

Desktop support

Windows 10/11

Office 365

Active Directory

Remote support tools

Ticketing systems

Networking basics

VoIP knowledge

Onboarding/offboarding support

Education

Diploma/Advanced Diploma in IT

Bachelor’s degree in IT

Tools

SCCM

RDP

TeamViewer

AnyDesk

ServiceNow

Zendesk

Freshdesk

Office 365 Admin

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Qualification: Diploma / Advanced Diploma

We are looking for a Desktop Support Executive to provide Level 1 and Level 2 technical support for end users, desktop systems and contact centre technologies.

Key Responsibilities:

• Provide Level 1 and Level 2 support for desktop hardware, software and contact centre tools such as softphones, CRM and ticketing systems.
• Install, configure and maintain desktops, laptops, printers and other peripherals.
• Manage user accounts, profiles and permissions in Active Directory and Office 365.
• Troubleshoot Windows OS, Microsoft Office, MS Teams, Zoom and other productivity tools.
• Respond to service desk tickets and ensure issues are resolved within agreed SLAs.
• Support VoIP systems, headsets, softphones and contact centre applications.
• Perform preventive maintenance, desktop patching and routine system checks.
• Maintain hardware inventory and update IT asset records.
• Coordinate with network, server and application teams for escalated technical issues.
• Provide IT support for employee onboarding and offboarding, including device provisioning, account setup and access control.
• Ensure compliance with IT policies, procedures and security requirements.
• Support IT projects, system rollouts and upgrades.
• Document troubleshooting procedures and maintain knowledge base articles.

Requirements:

• Diploma or Degree in IT, Computer Science or a related field.
• 2–4 years of experience in desktop support, helpdesk or end-user support.
• Strong knowledge of Windows 10/11, Microsoft Office and Office 365.
• Experience with remote support tools such as TeamViewer, AnyDesk, SCCM or RDP.
• Basic understanding of networking including IP addressing, DNS and DHCP.
• Familiarity with Active Directory and user account administration.
• Experience with ticketing systems such as ServiceNow, Zendesk or Freshdesk.
• Experience supporting contact centre technologies such as Avaya, Cisco, Genesys or similar systems is an advantage.
• Basic troubleshooting knowledge of VoIP phones, headsets and USB devices.
• Prior experience in a contact centre or BPO environment is highly preferred.
• Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator or ITIL Foundation are advantageous.
• Must be comfortable working on a 3-shift rotation.