IT Helpdesk Team Lead: Incident & Release Coordinator

SupportFinity™; Petaling Jaya; On-site; MYR 7,000 - 12,000; Full time

Job summary

SupportFinity™ Malaysia is hiring an IT Service Support Specialist to assist IT in coordinating application and software releases, including resource planning for multiple projects.

You will monitor daily ticket status, provide end-user support via phone, email, live chat or web-form, and apply ITIL practices to incident and request management with a focus on timely resolution. Stand-in for team members, escalate when needed, and maintain knowledge base.

Qualifications

• Candidate must have Diploma/Advanced Diploma or Bachelor's in Computer Science/IT.
• At least 4 years of related working experience.
• ITIL framework knowledge; familiarity with incident and request management.
• Able to delegate responsibilities for BAU and ad-hoc requests.
• Good communication in English, Malay and Chinese (written and spoken).

Responsibilities

• Assist IT to coordinate application and software releases, including resource planning.
• Oversee day-to-day ticket status and coordinate with PICs.
• Provide technical and process assistance to end-users via phone, email, live chat or web-form.
• Diagnose and troubleshoot end-user problems across network, hardware and software.
• Prepare monthly duty roster and reporting for service reviews.

Skills

End User Computing

Endpoint skills

Microsoft Operating System

O365

PaaS

IaaS

Education

Diploma / Advanced Diploma in Computer Science / IT

Bachelor's degree in Computer Science / Information Technology

Tools

ServiceNow

Manage Engine

Microsoft Dynamics 365

Job description

SupportFinity™ Malaysia is hiring an IT Service Support Specialist to assist IT in coordinating application and software releases, including resource planning for multiple projects.

You will monitor daily ticket status, provide end-user support via phone, email, live chat or web-form, and apply ITIL practices to incident and request management with a focus on timely resolution. Stand-in for team members, escalate when needed, and maintain knowledge base.