Global Helpdesk Sub Lead

LOGISTEED Malaysia Sdn. Bhd.; Bandar Baru Bangi; On-site; MYR 56,000 - 89,000; Full time

Job summary

LOGISTEED Malaysia Sdn. Bhd. is seeking a Level 1 IT Helpdesk specialist in Bandar Baru Bangi to provide first-line support for logistics software (WMS, CargoWise) and ERP Microsoft Dynamics 365. You will record inquiries, escalate complex issues, and ensure timely ticket progression across shifts.

Responsibilities include monitoring queues, maintaining SLAs, preparing training materials, and producing incident reports. Mandarin-speaking candidates are preferred for serving Mandarin clients.

Qualifications

• Bachelor's Degree in Computer Science/Information Technology or equivalent.
• Minimum 5 years of experience in IT Helpdesk or Service Desk.
• Good knowledge of Microsoft products (Microsoft 365, Word, Excel, PowerPoint, Teams).
• Able to multitask efficiently and assist multiple users simultaneously.
• Positive, professional demeanor and team player.
• English required; Mandarin preferred for Mandarin-speaking customers.

Responsibilities

• Provide level 1 support and troubleshooting for logistics software (WMS, CargoWise) and ERP (D365).
• Record user inquiries via email and process in incident management system.
• Escalate unresolved issues to Level 2 or relevant technical teams.
• Keep users informed of incident progress and outages.
• Monitor ticket queues and assign incidents based on priority and skillset.
• Ensure tickets are acknowledged, assigned, and progressed within SLAs.
• Act as Shift Lead during assigned shifts and ensure 24/7 coverage.
• Close resolved incidents and maintain backlog follow-ups with teams.
• Prepare procedures, FAQ, and training materials for new/updated processes.
• Prepare weekly/monthly incident reports and participate in meetings.

Skills

Customer support

Multitasking

English language

Mandarin language

Team player

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Jira

SurveyMonkey

Microsoft 365

D365

Job description

Provide level 1 support and troubleshooting assistance for users encountering issues with the logistics software (Warehouse Management System, CargoWise etc.) and ERP software(Microsoft Dynamics 365).

M365 application response for LD group companies.(account registration, etc.)

Manual operations such as master registration and approval

Record user inquiries via email and processes in the incident management system

Escalate unresolved or complex issues to level 2 support or relevant technical teams for further investigation and resolution.

Keep users informed of incident progress and notify them of changes or outages

Monitor ticket queues and assign incidents, requests, and inquiries to appropriate team members based on priority, workload, and skillset

Ensure all tickets are acknowledged, assigned, and progressed within agreed service levels

Act as Shift Lead during assigned shifts and ensure continuous support coverage across all operational hours

Close resolved incidents, requests, and others in a timely manner

Monitor ticket backlog and proactively follow up with technical and application teams to ensure timely progress and resolution of outstanding issues

Relay customer feedback or suggestions to the appropriate internal teams

Prepare procedures, FAQ and Training material for new and updated processes

Prepare weekly/monthly incident report and participate in regular meetings

Support the Team Lead in managing a 24-hour weekday Helpdesk operation across multiple shifts and coordinate directly with customers, vendors, and internal stakeholders as required

Conduct regular team briefings, shift handovers, and operational meetings to communicate service updates, new procedures, and operational priorities

Management and operation of incident management tools(Zendesk & Jira)

Preparation of reports for CW users and online meetings (in English)

Lead the implementation of customer surveys using cloud services such as SurveyMonkey for logistics and ERP software, etc. It will be conducted once every six months.

Support improvement activities for each application team using the survey results, etc.

Requirement

Bachelor's Degree (Preferrable: Computer Science/Information Technology or equivalent)

Minimum 5 years of experience in IT Helpdesk or Service Desk or an understanding of IT support operations.

Good knowledge of Microsoft products (Microsoft 365, Word, Excel, PowerPoint, Teams)

Ability to multitask efficientlyand provide prompt assistance to multiple users simultaneously

Positive and professional demeanorto build rapport with colleagues and ensure a satisfactory customer experience

A team-player

Language Required : English, Preferable : (Mandarin)."We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

Preferable: Experience of working at Logistics industry, Experience of WMS, TMS, CargoWise, D365, M365 development & support, Experience of using incident management system (Zendesk, Jira) and On-line survey tools(Survey Monkey)

Preferable: Experience with customer satisfaction surveys and analysis/improvement of results

Rotational shift (3 shift)

• - 1st Shift: 8:30am to 6:00pm (Break time: 1 hour)
• - 2nd Shift: 4:00pm to 1:30am (Break time: 1 hour)
• - 3rd Shift: 0:30am to 10:0am (Break time: 1 hour)

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