IT Helpdesk Support

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

## IT Helpdesk SupportApply: Kuala Lumpur, MY: Full time: Posted Today: JR05676**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 ChangeTM, 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 CertifiedTM 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 Interested applicants are invited to apply via our careers portal. Only shortlisted candidates will be notified. As part of our recruitment process, we collect and process personal data relating to job applicants. By submitting your application, you consent to the collection, use, and/or disclosure of your personal data in accordance with our Data Protection Notice for Job Applicants.Interested applicants are invited to apply via our careers portal. Only shortlisted candidates will be notified. As part of our recruitment process, we collect and process personal data relating to job applicants. By submitting your application, you consent to the collection, use, and/or disclosure of your personal data in accordance with our Data Protection Notice for Job Applicants. At Logicalis, we are committed to creating a diverse and inclusive workplace where everyone can thrive.