Helpdesk Support Specialist

TNS Inc.; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

TNS is seeking a motivated Helpdesk Support Specialist in Kuala Lumpur, Malaysia, to join our team handling first line support across the Accept, Connect and Orchestrate portfolios. The role includes a 24x7 shift rotation and responsibilities for inquiries, service requests and incident support.

The position emphasizes effective communication with stakeholders, timely incident resolution, and adherence to documented processes while providing support across global operations.

Qualifications

• Experience in a 24/7 Operations Service Desk or technical support role.
• Proficiency with ticketing systems like Remedy or Salesforce.
• Strong communication with local and remote team members and clients.
• Ability to query SQL databases.
• Analytical fault-finding and adherence to processes.

Responsibilities

• Maintain 24x7 shift coverage including weekends and public holidays.
• Monitor services, log incidents and troubleshoot across TNS Accept, Connect and Orchestrate products.
• Perform daily checks on platforms and escalate issues as needed.
• Resolve tickets and communicate updates through incident lifecycle.
• Collaborate with internal teams and third parties during incidents.
• Maintain high levels of verbal and written communication with customers and stakeholders.
• Support post-incident analysis and change management activities.

Skills

SQL queries

Customer communication

Problem solving

24x7 shift coordination

Ticketing system usage

Tools

Remedy

Salesforce

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.
• 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.

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.

With employees based in 21 countries around the world, TNS is a leading global provider of data communication and interoperability services to diverse industries, such as retail, banking, payment processing, telecommunications and the financial markets. TNS' services extend to over 60 countries and we deliver mission critical solutions to many Fortune 500 companies. TNS employees play a vital role in the delivery of our services and we recognize them as our most valuable asset.

We are proud to offer competitive salaries and benefit packages, and due to the global nature of our business we can offer opportunities to relocate to different locations, if your personal circumstances change.