IT Helpdesk Support

Logicalis Asia Pacific; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Logicalis Asia Pacific is seeking a Service Desk Analyst in Malaysia (Kuala Lumpur) to handle incidents and service requests, validate contracts, and maintain ticket lifecycle.

You will create and update tickets, communicate status to customers, and ensure smooth handovers to the Service Delivery Manager. Candidates should have basic IT infrastructure knowledge, strong communication, ITIL familiarity, and prior Helpdesk experience; Cisco product experience is a plus.

Qualifications

• Basic knowledge of IT infrastructure products (network, security, systems) and their installation.
• Excellent written and verbal communication; customer-facing and meeting facilitation.

Responsibilities

• Handle incident and service requests: hotline and email escalations; validate contracts via serial numbers for Cisco products.
• Create incident or service request tickets.
• Update incident or service request tickets.
• Update customers on current status of tickets and ticket closure.
• Prepare handover reports to Service Delivery Manager and next shift.

Skills

ITIL knowledge

Communication

Customer facing

Incident management

Service desk

Job description

About Us

At Logicalis Asia Pacific, this is where you belong, grow, and thrive — at one of APAC's leading AI-driven technology integrators.

About

About Us

At Logicalis Asia Pacific, this is where you belong, grow, and thrive — at one of APAC's leading AI-driven technology integrators.

As the Architects of Change™ we combine global expertise with local insight to help organisations accelerate their journey toward becoming AI-ready enterprises. With 7,000+ professionals across 30 territories and more than 10,000 clients worldwide, we deliver lifecycle services across cloud, connectivity, collaboration, cybersecurity, and managed services — providing real-time visibility and intelligence across our clients' digital ecosystems.

You’ll belong as part of a collaborative regional team embedded within a global organisation. You’ll grow through hands‑on experience with the world’s leading technology partners, supported by investment in certifications, consulting capability, and cross‑border opportunity. And you’ll thrive in a culture built on inclusion, trust, and continuous improvement.

Logicalis is proud to be a Great Place to Work® Certified™ organisation across multiple APAC markets — because the commitment we bring to our clients belongs equally to our people.

Join us and help shape the future of technology across APAC.

Job Responsibilities

• Handling incident and service request: Manning of Hotline and email escalations, responding within stipulated SLA Validating contracts via serial numbers against system for CISCO Products
• 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

Requirements

• 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, running meetings, collecting information, clarifying and confirming between numerous parties and reporting.
• Able to clearly explain situations/facts to peers and Logicalis customers. Provides status reports as required.
• Ability to effectively manage relationships and communicate cross-functionally to ensure reporting deliverables are met and projects are driven towards completion
• List the desirable skills, knowledge, experience, certifications and licenses required to carry out this job.
• Trained and experienced in ITIL process. Certification preferred –ITIL v3, ITIL v4
• Experience with Helpdesk

At Logicalis, we are committed to creating a diverse and inclusive workplace where everyone can thrive.