IT Helpdesk Support – Incident & Customer Care

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

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.