IT Helpdesk Support — Incident & SLA Champion

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

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.