Global 1st Line IT Support Specialist

Wilhelmsen group; Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Job summary

Wilhelmsen Group in Kuala Lumpur is seeking a 1st Line Support Consultant to deliver first-level Service Desk support to a global user community. You will own incidents from initial contact to resolution or escalation, maintaining timely, professional support.

Join a 24/7 follow-the-sun team and support Microsoft 365, Entra ID, endpoints, connectivity and security services, while contributing to knowledge articles and smooth handovers for consistent service across regions.

Qualifications

• Minimum 2 years in a technical Service Desk, Desktop Support, or IT Helpdesk role with hands-on resolution ownership.
• Hands-on experience across Microsoft 365, Entra ID, endpoint support (Windows 10/11, macOS, Intune), identity & access, VPN & connectivity, or networking fundamentals.
• Experience with an ITSM platform, ServiceNow strongly preferred.
• ITIL 4 Foundation certification.

Responsibilities

• Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services.
• Own and manage incidents and service requests from initial contact through to resolution or escalation, ensuring SLA compliance.
• Deliver clear, timely, and professional communication to users throughout the ticket lifecycle.
• Support continuous improvement by maintaining knowledge articles and contributing to 24/7 global support operations.

Skills

Technical Service Desk

Microsoft 365

Entra ID / Azure AD

Endpoint support

ITSM (ServiceNow)

ITIL 4 Foundation

Education

ITIL 4 Foundation

Microsoft 365 Fundamentals

CompTIA A+

Tools

ServiceNow

Job description

Wilhelmsen Group in Kuala Lumpur is seeking a 1st Line Support Consultant to deliver first-level Service Desk support to a global user community. You will own incidents from initial contact to resolution or escalation, maintaining timely, professional support.

Join a 24/7 follow-the-sun team and support Microsoft 365, Entra ID, endpoints, connectivity and security services, while contributing to knowledge articles and smooth handovers for consistent service across regions.