Global IT ServiceDesk

Ambu A/S; Penang; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Global IT ServiceDesk professional to support colleagues worldwide. This role is vital for maintaining effective communication and ensuring swift resolution of IT-related issues. You will act as the Single Point of Contact for end users, logging and categorizing tickets while providing first-level support. With a focus on collaboration and problem-solving, you will help maintain high service standards and support remote sites across regions. If you have a passion for IT support and a proactive mindset, this opportunity is perfect for you.

Qualifications

• 3-5 years of experience in technical support and troubleshooting.
• Familiarity with service desk tools and ITIL processes.

Responsibilities

• Act as the SPOC for IT-related communications.
• Log, categorize, and resolve tickets efficiently.
• Support remote sites in APAC and Europe.

Skills

Technical Support

Troubleshooting

Communication Skills

ITIL Processes

Problem-Solving

Customer Service

Education

Bachelor’s degree in Information Technology

Tools

ServiceNow

Microsoft O365

Job description

The Global IT ServiceDesk position supports our Ambu colleagues worldwide through established communication channels.

The Objectives Of Global IT ServiceDesk

• Record, classify, and prioritize tickets in a structured and consistent manner.
• Escalate tickets appropriately.
• Maintain effective communication with End Users.
• Monitor the flow of tickets.
• Serve as the Single Point of Contact (SPOC) for End Users.
• This role involves individual contribution.

Areas Of Responsibility

• Act as the SPOC between the business and IT regarding all IT-related communications.
• Log and categorize tickets.
• Support Incident Management processes and own tickets.
• Resolve tickets on first contact when possible, restoring services quickly with first-level support.
• Escalate tickets to second-level support promptly and gather knowledge from users.
• Create and share knowledge articles related to ticket resolution.
• Coordinate, communicate, and resolve incidents as applicable.
• Proactively inform the IT organization of recurring incidents.
• Support remote sites in APAC and Europe with IT services.
• May require working in a staggered shift system during daytime hours.

Suggested Profiles

• Bachelor’s degree in Information Technology or related field, with 3-5 years of similar experience in technical support and troubleshooting.
• Experience with service desk/helpdesk tools and systems.
• Familiarity with ticketing systems such as ServiceNow for incident tracking and resolution.
• Solid IT support experience with knowledge of Microsoft O365, computers, mobile devices, meeting/Teams rooms, A/V equipment, and printer services.
• Fluent in English (reading, writing, speaking).

General Capabilities

• Excellent oral and written communication skills in English.
• Strong planning and coordination skills.
• Understanding of ITIL processes at least at Foundation level.
• Proactive, problem-solving mindset.
• Ability to work cross-functionally.
• Strong collaboration skills.
• Good customer service skills.
• Maintain high service standards.
• Structured approach.
• Experience with ITSM, ticket handling, and escalation processes.
• People skills: empathetic and respectful.
• Knowledge sharing and documentation mindset.
• Passion for promoting best practices and standard processes.
• Knowledge of ServiceNow is preferable but not mandatory.
• Effective cross-cultural communication skills.
• Availability for on-call support outside regular hours if required.