IT Helpdesk Specialist — 1st Line Support & ITSM

Tencent; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

Tencent Overseas IT is hiring an IT support specialist in Kuala Lumpur to handle first-level technical issues via chat, email, and the ServiceNow ITSM system. You will ensure timely responses and high-quality user experiences while adhering to SLA guidelines.

Ideal candidates have 4+ years in IT support, strong knowledge of Windows and macOS, and familiarity with Microsoft 365, ITSM tools, and collaboration platforms. Local presence in Malaysia is preferred.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• 4+ years of IT support or service desk experience.

Responsibilities

• Provide first-line IT support via chat, email, and ServiceNow.
• Assist users with system access, passwords, and basic IT queries.
• Troubleshoot desktops, laptops, printers, and peripherals.

Skills

Windows

macOS

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Microsoft 365

Slack

Jira

Copilot

Claude

Job description

Tencent Overseas IT is hiring an IT support specialist in Kuala Lumpur to handle first-level technical issues via chat, email, and the ServiceNow ITSM system. You will ensure timely responses and high-quality user experiences while adhering to SLA guidelines.

Ideal candidates have 4+ years in IT support, strong knowledge of Windows and macOS, and familiarity with Microsoft 365, ITSM tools, and collaboration platforms. Local presence in Malaysia is preferred.