Executive Service Desk

MISC Group; Kuala Lumpur; On-site; MYR 80,000 - 110,000; Full time

Job summary

MISC Group in Kuala Lumpur seeks an Executive, Service Desk to deliver responsive ICT support to users. You will handle incidents, support service desk operations and contribute to knowledge management and user awareness.

You will also provide ICT project support, coordinate with vendors and business teams, and assist in enforcing ICT policies, security, disaster recovery and safety requirements. This role emphasizes proactive problem solving and customer service excellence across the

Qualifications

• Bachelor’s degree in Information and Communication Technology or equivalent.
• 7 to 10 years of relevant experience in service desk or customer service support and project management.
• Working knowledge of ICT incident and problem management, service facilities, service-level management and project management.
• Strong issue-resolution, coordination and relationship-building skills.

Responsibilities

• Provide first-level ICT support, expedite unresolved incidents and track progress to minimise business disruption.
• Support continuous service desk operations and respond effectively to user issues and requests.
• Maintain and improve the Service Desk Knowledge Database for recurring issues.
• Conduct ICT best-practice and usage-awareness programmes.
• Coordinate technical and logistical project activities with vendors, peers and business teams, including user training after implementation.

Skills

Incident management

Service desk operations

Project management

Knowledge management

Education

Bachelor's degree in ICT

Job description

Join our ICT team as an Executive, Service Desk and help deliver responsive, reliable support to MISC Group users. This role focuses on incident resolution, service desk operations, knowledge management, user awareness and ICT project support.

PRINCIPAL ACCOUNTABILITIES

• Provide first-level ICT support, expedite unresolved incidents and track progress to minimise business disruption.
• Support continuous service desk operations and respond effectively to user issues and requests.
• Maintain and improve the Service Desk Knowledge Database for recurring issues.
• Conduct ICT best-practice and usage-awareness programmes.
• Support reviews and enforcement of ICT policies, security, disaster recovery and safety requirements.
• Coordinate technical and logistical project activities with vendors, peers and business teams, including user training after implementation.

EXPERIENCE & REQUIREMENT

• Bachelor’s degree in Information and Communication Technology or equivalent.
• 7 to 10 years of relevant experience in service desk or customer service support and project management.
• Working knowledge of ICT incident and problem management, service facilities, service-level management and project management.
• Strong issue-resolution, coordination and relationship-building skills.

SKILLS

7 to 10 years of relevant experience in service desk or customer service support and project management, Working knowledge of ICT incident and problem management, service facilities, service-level management and project management, Strong issue-resolution, coordination and relationship-building skills.