IT Service Desk & Automation Specialist

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 78,000 - 120,000; Full time

Benefits offered by this job

Comprehensive medical, dental, optical

Insurance benefits

Flexi working hours

Staff Line & Device Subsidy

Smart Casual Attire

Child Parental Care Leave

Excellent transport access (Imbi Monor

Bukit Bintang MRT

F&B employee discounts

Job summary

U Mobile Sdn Bhd is seeking a Specialist for Business Support Operations Service Desk to support IT Help Desk and Contact Centre operations in Malaysia. You will handle incidents, changes, and service requests, while coordinating with vendors and internal teams to ensure smooth service delivery.

The role emphasizes AI/GenAI and automation initiatives to improve troubleshooting, reduce ticket volume, and enhance operational efficiency within a dynamic telecom environment.

Qualifications

• Bachelor's degree in IT/CS/IS or related field.
• 2-5 years of relevant IT Help Desk/Operations experience.
• Experience with AICC, Contact Centre platforms or related tech.

Responsibilities

• Support IT Help Desk and Contact Centre operations.
• Manage incidents, service requests and SLAs.
• Coordinate with vendors and ISD teams for issue resolution.
• Support AI/GenAI and automation initiatives in IT operations.
• Develop SOPs, KBs and troubleshooting guides.

Skills

Troubleshooting

Communication

Stakeholder management

AI/GenAI awareness

Education

Bachelor's Degree in IT/CS/IS or related

Tools

Jira

CRM or ITSM platforms

Job description

U Mobile Sdn Bhd is seeking a Specialist for Business Support Operations Service Desk to support IT Help Desk and Contact Centre operations in Malaysia. You will handle incidents, changes, and service requests, while coordinating with vendors and internal teams to ensure smooth service delivery.

The role emphasizes AI/GenAI and automation initiatives to improve troubleshooting, reduce ticket volume, and enhance operational efficiency within a dynamic telecom environment.