IT Helpdesk (Apps Support)- Fresh Graduates

UST Global (M) Sdn Bhd; Batu Kawan; On-site; MYR 29,000 - 42,000; Full time

Job summary

UST Global SM (UST) is recruiting fresh graduates for an IT Helpdesk (Apps Support) role in Malaysia. The position focuses on assisting users with IT issues, logging incidents, and resolving them within SLA timelines.

You will work as the frontline contact via phone, email, and chat, and you will log, track, and investigate incidents, escalating when needed. Strong English and SQL knowledge are required to contribute to data-driven decisions.

Qualifications

• Diploma in Computer Science, Information Technology or equivalent.
• Bachelor's degree accepted for entry-level roles.
• Experience using a ticket logging system, preferably ServiceNow.
• Strong English communication and writing skills.
• Knowledge of SQL.
• Strong problem-solving, incident management and user support skills.

Responsibilities

• Act as the frontline, only point of contact for users with IT issues through phone, email, and chat.
• Log, track, investigate, and resolve incidents in the ticket logging system.
• Escalate issues appropriately using hierarchical and functional escalation guidelines.
• Maintain ownership of incidents and ensure they are resolved within the applicable SLA timeframe.
• Monitor incident progress and keep users informed throughout the resolution process.
• Prepare reports and perform statistical analysis on data from the ticket logging and tracking system.
• Analyse data and information to support business decisions and recommendations.

Skills

SQL

Ticketing system

English communication

Education

Diploma in Computer Science/IT

Bachelor's degree

Tools

ServiceNow

Job description

IT Helpdesk (Apps Support)- Fresh Graduates

Join the IT support team as an Apps Support professional and serve as the frontline point of contact for users requiring assistance with technology issues. You will manage incidents from initial contact through resolution, maintain accurate ticket records, and provide analysis that supports informed business decisions and recommendations.

Key responsibilities

Act as the frontline, only point of contact for users with IT issues through phone, email, and chat.

Log, track, investigate, and resolve incidents in the ticket logging system.

Escalate issues appropriately using hierarchical and functional escalation guidelines.

Maintain ownership of incidents and ensure they are resolved within the applicable SLA timeframe.

Monitor incident progress and keep users informed throughout the resolution process.

Prepare reports and perform statistical analysis on data from the ticket logging and tracking system.

Analyse data and information to support business decisions and recommendations.

What we're looking for

Diploma in related field or Bachelor's Degree in Computer Science, Information Technology, or an equivalent qualification.

Experience using a ticket logging system, preferably ServiceNow.

Good English communication and writing skills.

Knowledge or experience in SQL.

Strong problem-solving, incident management, documentation, and user support skills.

UST Global SM (UST) is a leading provider of end-to-end IT services and solutions for Global 2000 companies. The company has a client-centric Global Engagement Model that combines local, senior, on-site resources with the cost, scale, and quality advantages of off-shore operations.In every business engagement, we seek the opportunity to build long-lasting, strategic relationships. This client-centric focus is the heart of our corporate values and the soul of our culture, and forms the basis for how we, as a company, operate and serve our clients. Commitment to long-term client success empowers every associate to provide value and flexibility beyond the contract.The industry-leading expertise found within our Centers of Excellence (CoEs) plays a key role in our success with clients. The CoEs deliver pragmatic IT solutions that allow clients to consistently achieve their most critical business objectives. Our Partner Program complements the Centers of Excellence. The program aims to develop strategic relationships with best-of-breed organizations to provide UST developers with advance access to new technology and educational resources.We are certified by KPMG as an SEI-CMMI and PCMM Level 5 company. We adopt Six Sigma practices for developing our client-facing processes. Our centers in India are now ISO 27001 certified. These certifications and practices provide a qualified foundation for all UST service offerings and enable our clients to benefit internally. Historyhttp://www.ust-global.com/aboutmenon.aspx Product & Serviceshttp://www.ust-global.com/services.aspx

UST Global SM (UST) is a leading provider of end-to-end IT services and solutions for Global 2000 companies. The company has a client-centric Global Engagement Model that combines local, senior, on-site resources with the cost, scale, and quality advantages of off-shore operations.In every business engagement, we seek the opportunity to build long-lasting, strategic relationships. This client-centric focus is the heart of our corporate values and the soul of our culture, and forms the basis for how we, as a company, operate and serve our clients. Commitment to long-term client success empowers every associate to provide value and flexibility beyond the contract.The industry-leading expertise found within our Centers of Excellence (CoEs) plays a key role in our success with clients. The CoEs deliver pragmatic IT solutions that allow clients to consistently achieve their most critical business objectives. Our Partner Program complements the Centers of Excellence. The program aims to develop strategic relationships with best-of-breed organizations to provide UST developers with advance access to new technology and educational resources.We are certified by KPMG as an SEI-CMMI and PCMM Level 5 company. We adopt Six Sigma practices for developing our client-facing processes. Our centers in India are now ISO 27001 certified. These certifications and practices provide a qualified foundation for all UST service offerings and enable our clients to benefit internally. Historyhttp://www.ust-global.com/aboutmenon.aspx Product & Serviceshttp://www.ust-global.com/services.aspx

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