IT Helpdesk Support

Logicalis Asia Pacific; Kuala Lumpur; On-site; MYR 40,000 - 58,000; Full time

Job summary

Logicalis Asia Pacific is seeking an IT Helpdesk professional to handle incidents and service requests, manage ticket lifecycle, and provide timely updates to customers. You will support IT infrastructure topics and participate in handover processes within a busy service delivery environment.

The role requires strong written and verbal communication, ITIL knowledge, and ability to collaborate across teams to ensure SLA compliance and smooth ticket resolutions.

Qualifications

• Basic skills and knowledge in IT Infrastructure products (Network, Security and System) and their installation.
• Exceptional communication skills: Written and Verbal, customer facing, running meetings, collecting information.
• Trained and experienced in ITIL processes; Certification preferred – ITIL v3, ITIL v4.
• Experience with Helpdesk; ability to report status and deliverables cross-functionally.

Responsibilities

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

Skills

IT infrastructure basics

Strong communication

ITIL knowledge

Job description

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

AboutAbout UsAt 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

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