IT Procurement & Ticket Operations Coordinator

MICRO TECHNOLOGY SOLUTION SDN BHD; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

MICRO TECHNOLOGY SOLUTION SDN BHD is seeking an IT Helpdesk/ITPR coordinator to ensure ITPR Tickets and service requests are logged, assigned, and updated in ServiceNow. You will monitor dashboards and ensure assignments within 2 hours and closure within 3 working days.

You will generate daily and weekly reports, provide end-of-day status updates, reminder emails by 9:00 AM, escalate overdue tickets, and coordinate with branch support for onsite activities.

Qualifications

• Bachelor’s degree or Diploma in Information Technology, Computer Science, Business Administration, or a related discipline.
• Minimum of 1 year of experience in an IT Helpdesk, Technical Coordination, or IT Service Desk environment.
• Hands-on experience navigating, tracking, and updating tickets.

Responsibilities

• Monitor ServiceNow tickets and ensure they are logged, assigned, and updated accurately.
• Ensure ticket assignments occur within 2 hours of receipt and closures within the 3 working-day SLA.
• Provide end-of-day status updates and ticket closure communications to stakeholders; escalate overdue tickets promptly.
• Send daily reminder emails for pending tickets by 9:00 AM and maintain daily/weekly ITPR reporting by 5:30 PM / 5:30 PM every Monday.

Skills

ServiceNow

Ticketing

SLA Management

Communication

Reporting

Education

Bachelor's degree or Diploma in IT/CS/Business Admin

Job description

MICRO TECHNOLOGY SOLUTION SDN BHD is seeking an IT Helpdesk/ITPR coordinator to ensure ITPR Tickets and service requests are logged, assigned, and updated in ServiceNow. You will monitor dashboards and ensure assignments within 2 hours and closure within 3 working days.

You will generate daily and weekly reports, provide end-of-day status updates, reminder emails by 9:00 AM, escalate overdue tickets, and coordinate with branch support for onsite activities.