IT Helpdesk & Incident Support — AI-Driven Tech Growth

Logicalis Group; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Job summary

Logicalis Asia Pacific is recruiting for an IT Helpdesk Support role in Kuala Lumpur. The position involves handling incidents and service requests, responding within SLA, and updating ticket status while ensuring clear communication with customers and internal teams.

Applicants should have IT infrastructure knowledge (network, security, system) and proven ITIL experience. The role requires strong written and spoken communication and the ability to manage relationships across stakeholders.

Qualifications

• Basic skills and Knowledge in IT Infrastructure products (Network, Security and System) and their installation.
• Must have exceptional communication skills: Written and Verbal, customer facing.
• Able to clearly explain situations/facts to peers and Logicalis customers.
• Trained and experienced in ITIL process. Certification preferred –ITIL v3, ITIL v4.
• Experience with Helpdesk.

Responsibilities

• Handling incident and service request: Manning of Hotline and email escalations, responding within stipulated SLA.
• To create incident or service request tickets.
• To update incident or service request tickets.
• To update customer on current status of tickets and ticket closure.
• Preparing handover report to Service Delivery Manager and next shift.

Skills

ITIL knowledge

Customer communication

Incident management

Ticketing systems

Networking basics

Education

ITIL certification

Job description

Logicalis Asia Pacific is recruiting for an IT Helpdesk Support role in Kuala Lumpur. The position involves handling incidents and service requests, responding within SLA, and updating ticket status while ensuring clear communication with customers and internal teams.

Applicants should have IT infrastructure knowledge (network, security, system) and proven ITIL experience. The role requires strong written and spoken communication and the ability to manage relationships across stakeholders.