Hybrid IT Service Desk Coordinator

Eurofins; George Town; Hybrid; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid mode

Job summary

The IT Service Desk Coordinator role at Eurofins coordinates IT Service Desk delivery across the Pacific region, ensuring incidents and service requests are handled per SLAs and business priorities. It involves ticket triage, queue governance, knowledge management and continuous service improvement.

You will promote consistent ITSM practices, support problem identification, change awareness and reporting, and work with technical teams to enhance service delivery and customer experience.

Qualifications

• Bachelor degree in Information technologies or related field.
• 5 to 8 years of supervising or leading IT Service Desk roles.
• Fluent in English, both verbal and written.
• Strong knowledge of Windows end-user environment (Windows OS, MS Office, Outlook).
• Knowledge of mobile devices and basic networking.

Responsibilities

• Coordinate day-to-day operation of the IT Service Desk, including ticket triage and queue monitoring.
• Support incident and service request management from logging to resolution, with SLA adherence.
• Promote ITSM practices across incident, request, problem, change and knowledge management.
• Review ticket quality and SLA performance; contribute to service reporting and improvement discussions.
• Assist major incident coordination and escalation readiness; document actions and outcomes.

Skills

Verbal English

Written English

Interpersonal communication

Independent working

Prioritization & time management

Hardware troubleshooting

Networking basics

Education

Bachelor's degree in Information Technologies or related field

Tools

Windows OS

MS Office / Outlook

Android / iPhone devices

Networking basics (switches, IP, subnets)

Job description

The IT Service Desk Coordinator role at Eurofins coordinates IT Service Desk delivery across the Pacific region, ensuring incidents and service requests are handled per SLAs and business priorities. It involves ticket triage, queue governance, knowledge management and continuous service improvement.

You will promote consistent ITSM practices, support problem identification, change awareness and reporting, and work with technical teams to enhance service delivery and customer experience.