Helpdesk Support Specialist

Transaction Network Services; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Transaction Network Services (TNS) is seeking a motivated Helpdesk Support Specialist to join our 24x7 operations team in Kuala Lumpur. You will provide first line support across our Accept, Connect and Orchestrate portfolios, handling inquiries, tickets and incidents with a focus on quick resolution.

The role requires experience with ticketing systems (Remedy or Salesforce), SQL queries, and strong communication with local and remote colleagues.

Qualifications

• Experience in 24x7 Operations Service Desk / technical support.
• Experience with ticketing systems (Remedy or Salesforce).
• Strong communication with local and remote teams and clients.
• Ability to query SQL databases.
• Analytical fault-finding and process adherence.
• Self-motivation and continuous learning attitude.

Responsibilities

• 24x7 shift rotation covering weekends and public holidays.
• Support Service Operations BAU and daily activities.
• Monitor services, log incidents, and troubleshoot across TNS Accept, Connect and Orchestrate.
• Perform daily checks on platforms, report outcomes, escalate issues.
• Handle tickets through to resolution with timely updates.
• Collaborate with internal teams and third parties for incidents.
• Maintain clear verbal and written communication with customers and partners.
• Support post-incident analysis and change management activities.
• Adhere to policies and deliver against SLAs and OLAs.
• Perform ad hoc tasks as required.

Skills

Customer service

Communication

Analytical thinking

Work under pressure

Self-starter

Tools

Remedy

Salesforce

SolarWinds

Splunk

ThousandEyes

Job description

An extraordinarily talented group of individuals work together every day to drive TNS’ success, from both professional and personal perspectives. Come join the excellence!

Overview

TNS (Transaction Network Services) is looking for a motivated and customer-oriented Helpdesk Support Specialist.

You will be part of a support team providing first line support across the TNS Accept, Connect and Orchestrate product portfolios. In simple terms, that means being part of the team supporting our global capabilities for the acceptance of Payments (unattended, online or in-store) and connecting the device to securely process the transaction.

Key responsibilities of this role will include working a 24 x 7 shift rotation providing a customer point of contact for general enquires, service requests or incident support. Executing documented processes to provide first line requests or fixes and engaging other support teams for more complex issues or where further support is required.

Responsibilities

Job Description:

• 24x7 shift rotation covering all weekends and public holidays.
• Support Service Operations BAU / daily activities.
• Service monitoring, logging of incident tickets and / or service requests and troubleshooting across TNS Accept, Connect and Orchestrate products
• Responsible for performing daily checks on TNS’s technology platforms, reporting on outcomes and escalating issues.
• Working all assigned tickets through to resolution, whilst providing timely escalation, communication, and updates through the lifecycle of the incident ticket.
• Working closely with internal technical support groups and 3rd party organizations in support of any given service incident.
• Maintain high level of verbal and written communication with customers, partners and internal stakeholders.
• Support post-incident impact analysis / support activities.
• Support of change management activities.
• Implementation and adherence to documented policies and procedures.
• Deliver against customer facing SLA’s and internal OLA’s.
• Ad hoc tasks as required.

Qualifications

Requirements:

• Previous experience working in a 24/7 Operations Service Desk / technical support role.
• Experience with a ticketing system for fault tracking, for example Remedy or Salesforce.
• Professional working attitude with a strong ability to communicate effectively with local and remote team members and clients.
• Ability to Query SQL databases.
• Analytical approach to fault-finding with proven ability to follow processes, diagnose application and environmental problems.
• Tenacious and inquisitive in investigating and applying corrective action.
• Good personal organizational and developed time management skills.
• Ability to work under pressure, individually and as part of a team
• Good personal organization skills.
• Flexible approach to work and willing to work as part of a global team.
• Experience working directly with customers.
• Self-starter with a drive to develop own skills and knowledge.
• Life-long learner with desire to attend regular training sessions and develop.

Ideally you will also possess the following but not essential:

• Experience in the Payments industry.
• ITIL certified.
• Working knowledge of monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes.
• Understanding of basic IT and & Network principles.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.