Global 1st Line IT Support Specialist

Wilhelmsen Ship Management; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Wilhelmsen Global Business Services in Kuala Lumpur seeks a 1st Line Support Consultant to provide initial IT desk support across Microsoft 365, Entra ID, and endpoint services. You will own incidents from first contact to resolution, liaising with global resolver groups to ensure SLA targets are met.

Ideal candidates have 2+ years in a technical service desk, hands-on troubleshooting, and ITIL 4 Foundation.

Qualifications

• Minimum 2 years in a technical Service Desk or IT Helpdesk role with hands-on resolution ownership.
• Experience with Microsoft 365, Entra ID, endpoint support, VPN, or networking fundamentals.
• Familiarity with ITSM platforms (ServiceNow) and ITIL 4 Foundation.

Responsibilities

• Provide first-line IT support via ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security services.
• Own incidents from initial contact to resolution or escalation with SLA adherence.
• Communicate clearly with users and maintain knowledge articles and shift handovers.
• Support a 24/7 follow-the-sun global support operation.

Skills

Microsoft 365

Entra ID (Azure AD)

Endpoint support

VPN & connectivity

ITSM ServiceNow

ITIL 4 Foundation

English communication

Tools

ServiceNow

Microsoft 365

Entra ID

Endpoint devices

Job description

Wilhelmsen Global Business Services in Kuala Lumpur seeks a 1st Line Support Consultant to provide initial IT desk support across Microsoft 365, Entra ID, and endpoint services. You will own incidents from first contact to resolution, liaising with global resolver groups to ensure SLA targets are met.

Ideal candidates have 2+ years in a technical service desk, hands-on troubleshooting, and ITIL 4 Foundation.