IT Helpdesk Support — Elevate Incident & Client Care

All jobs; Kuala Lumpur; On-site; MYR 36,000 - 72,000; Full time

Job summary

Logicalis Asia Pacific is seeking a Service Desk Analyst to support incident and service request management in Kuala Lumpur. You will handle escalations, update tickets, and communicate with customers. The role requires IT infrastructure knowledge, ITIL familiarity, and strong written and verbal communication.

You’ll work with a global team to deliver reliable IT services and user support. This on-site position offers hands-on exposure to network, security, and systems environments within a

Qualifications

• Basic skills and knowledge in IT Infrastructure products (Network, Security and System) and their installation.
• Exceptional written and verbal communication, customer-facing, meetings, information gathering.
• Ability to clearly explain situations to peers and Logicalis customers and provide status reports.
• Experience with ITIL processes; ITIL v3 or v4 certification preferred.
• Experience with Helpdesk operations.

Responsibilities

• Handle incidents and service requests via hotline and email escalations.
• Create incident or service request tickets.
• Update incident or service request tickets and inform customers of status.
• Prepare handover reports to the Service Delivery Manager and next shift.

Skills

IT Infrastructure

Network Basics

Security Basics

Helpdesk Experience

ITIL Knowledge

Tools

ITIL Knowledge

Helpdesk Software

Job description

Logicalis Asia Pacific is seeking a Service Desk Analyst to support incident and service request management in Kuala Lumpur. You will handle escalations, update tickets, and communicate with customers. The role requires IT infrastructure knowledge, ITIL familiarity, and strong written and verbal communication.

You’ll work with a global team to deliver reliable IT services and user support. This on-site position offers hands-on exposure to network, security, and systems environments within a