IT Helpdesk Support Specialist

All Jobs bv; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Logicalis Asia Pacific is seeking a Service Desk Specialist to join our regional team. You will handle incident and service requests via Hotline and email, validate CISCO contracts, create and update tickets, and keep customers informed of ticket status.

You will also prepare handover reports to the Service Delivery Manager and next shift, and work with IT infrastructure products across network, security and systems. ITIL training and Helpdesk experience are highly valued.

Qualifications

• Basic knowledge of IT infrastructure (network, security, systems) and their installation.
• Excellent written and verbal communication; customer-facing and meeting facilitation.
• Ability to report status and coordinate across teams for deliverables.
• ITIL trained; ITIL v3/v4 certification preferred; Helpdesk experience.

Responsibilities

• Handle incident and service requests: Hotline and email escalations within SLA; validate CISCO contracts.
• Create incident or service request tickets.
• Update tickets and inform customers of status.
• Prepare handover reports to Service Delivery Manager and next shift.

Skills

IT infrastructure

Communication skills

Cross-functional collaboration

Incident management

Education

ITIL v3/v4 certification

Tools

Helpdesk software

Ticketing systems

Job description

Logicalis Asia Pacific is seeking a Service Desk Specialist to join our regional team. You will handle incident and service requests via Hotline and email, validate CISCO contracts, create and update tickets, and keep customers informed of ticket status.

You will also prepare handover reports to the Service Delivery Manager and next shift, and work with IT infrastructure products across network, security and systems. ITIL training and Helpdesk experience are highly valued.