IT Service Desk Coordinator

Eurofins; George Town; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid mode

Job summary

The IT Service Desk Coordinator role at Eurofins coordinates IT Service Desk delivery across the Pacific region, ensuring incidents and service requests are handled per SLAs and business priorities. It involves ticket triage, queue governance, knowledge management and continuous service improvement.

You will promote consistent ITSM practices, support problem identification, change awareness and reporting, and work with technical teams to enhance service delivery and customer experience.

Qualifications

• Bachelor degree in Information technologies or related field.
• 5 to 8 years of supervising or leading IT Service Desk roles.
• Fluent in English, both verbal and written.
• Strong knowledge of Windows end-user environment (Windows OS, MS Office, Outlook).
• Knowledge of mobile devices and basic networking.

Responsibilities

• Coordinate day-to-day operation of the IT Service Desk, including ticket triage and queue monitoring.
• Support incident and service request management from logging to resolution, with SLA adherence.
• Promote ITSM practices across incident, request, problem, change and knowledge management.
• Review ticket quality and SLA performance; contribute to service reporting and improvement discussions.
• Assist major incident coordination and escalation readiness; document actions and outcomes.

Skills

Verbal English

Written English

Interpersonal communication

Independent working

Prioritization & time management

Hardware troubleshooting

Networking basics

Education

Bachelor's degree in Information Technologies or related field

Tools

Windows OS

MS Office / Outlook

Android / iPhone devices

Networking basics (switches, IP, subnets)

Job description

The IT Service Desk Coordinator is a key operational role responsible for coordinating the effective delivery of IT Service Desk support across the Pacific region. The position supports the consistent management of incidents, service requests, escalations and user support activities in line with agreed service levels, business priorities and Eurofins standards. The role also contributes to the maturity of IT service management practices through ticket quality, queue governance, knowledge management, problem identification, change awareness, service reporting and continuous service improvement.

Job Description

Service Desk coordination: Coordinate the day-to-day operation of the IT Service Desk, including ticket triage, workload prioritisation, queue monitoring, escalation follow-up and support coverage. Ensure incidents and service requests are handled consistently, professionally and in line with agreed service levels, business priorities and Eurofins standards.

Incident and request management: Support the effective management of incidents and service requests from logging through to resolution, ensuring tickets are accurately categorised, prioritised, assigned, updated and resolved. Monitor aged tickets, overdue actions and escalation points to maintain service quality and timely communication with end users.

ITSM process support: Promote consistent Service Desk adoption of IT service management practices, including incident, request, problem, change and knowledge management. Work with technical teams and management to improve support processes, clarify ownership, standardise ways of working and strengthen the maturity of service delivery.

Service governance and reporting: Review ticket quality, categorisation, prioritisation, SLA performance, backlog, escalations and service trends. Prepare or contribute to service reporting, operational reviews and improvement discussions to support visibility of Service Desk performance and business service outcomes.

Problem, change and knowledge support: Identify recurring incidents, common user issues and service pain points, and work with relevant teams to support root cause analysis and corrective actions. Ensure the Service Desk is aware of upcoming changes, outages and business impacts, and maintain practical knowledge articles, troubleshooting guides, known-error information and support instructions.

Service catalogue and fulfilment: Support the accuracy and ongoing improvement of service catalogue items, request types, approval paths, assignment groups, fulfilment instructions and standard operating procedures. Identify opportunities to simplify, standardise or automate common Service Desk activities where appropriate.

Customer experience and communication: Promote a high standard of customer service across the Service Desk, including clear communication, regular ticket updates, timely follow-up and professional handling of escalations. Act as a service advocate between end users, business stakeholders, technical teams and IT management to improve the overall support experience.

Continuous service improvement: Track and support service improvement activities based on ticket trends, SLA breaches, recurring issues, user feedback, audit findings and operational risks. Recommend practical improvements that reduce repeat issues, improve first-contact resolution, strengthen knowledge use and increase the effectiveness of Service Desk operations.

ITSM tool quality and data accuracy: Maintain quality use of the ITSM platform by supporting accurate ticket data, queue hygiene, assignment rules, templates, dashboards, reporting inputs and process adherence. Encourage consistent documentation of actions taken, resolution details and user communications.

Major incident and escalation support: Support major incident coordination activities by assisting with business-impact assessment, escalation pathways, stakeholder updates, Service Desk readiness and post-incident review actions. Ensure the Service Desk is prepared to respond to high-impact incidents, planned outages and urgent operational issues.

Qualifications

• Bachelor in Information technologies, computer related studies.
• Minimum 5 to 8 years of supervising or leading IT Service Desk roles.
• Excellent verbal and written English;
• Excellent knowledge of computer hardware components and troubleshooting
• Solid knowledge of Microsoft end-user environment (Windows OS, MS Office, Outlook, etc.);
• Good knowledge of mobile solution and devices (Android, iPhone, etc.);
• Basic knowledge of networking (switches / patches / IP / Subnets);
• Strong interpersonal and communication skills;
• Able to operate independently and successfully manage priorities and responsibilities;

Additional Information

Hybrid mode