IT Service Desk Coordinator (Lead role)

EUROFINS REGIONAL SERVICE CENTRE ANZ PTY LTD; Penang; On-site; MYR 78,000 - 123,000; Full time

Benefits offered by this job

Medical insurance

Miscellaneous allowance

Dental insurance

Vision insurance

Group insurances

Working from home policy

Job summary

Eurofins Regional Service Centre ANZ Pty Ltd in Penang is seeking an IT Service Desk Coordinator to oversee the day-to-day IT Service Desk operations across the Pacific region, ensuring incidents and requests are handled promptly and in line with SLAs.

You will drive ITSM processes, governance, and reporting while collaborating with technical teams to improve service delivery, knowledge management, and customer experience.

Qualifications

• Bachelor in Information technologies or related field.
• Minimum 5 to 8 years supervising IT Service Desk roles.
• Excellent verbal and written English.
• Strong knowledge of computer hardware and troubleshooting.
• Solid knowledge of Microsoft end‑user environment (Windows OS, MS Office).
• Good knowledge of mobile devices and basic networking.

Responsibilities

• Coordinate day-to-day operation of the IT Service Desk, including ticket triage and escalation follow-up.
• Support incident and request management from logging to resolution with SLA alignment.
• Promote ITSM processes (incident, request, problem, change, knowledge).
• Review ticket quality, prioritisation, backlog and service trends; contribute to reporting.
• Identify recurring issues and support root‑cause analysis with relevant teams.
• Maintain service catalogue items and standard operating procedures.
• Focus on customer experience with clear communication and timely updates.
• Support major incidents with escalation pathways and post‑incident actions.

Skills

Incident management

Ticket triage

Queue governance

Knowledge management

Service reporting

Change management

Customer service

Education

Bachelor in Information Technologies

Tools

ITSM platform

Windows OS

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.

Company 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;

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Pharmaceuticals, Biotechnology & Medical Devices 51-100 employees

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

With over 50,000 staff across a decentralised and entrepreneurial network of more than 800 laboratories in over 50 countries, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of a wide range of products, as well as providing innovative clinical diagnostic testing services and in-vitro diagnostic products.

For more details, please visit www.eurofins.com

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

With over 50,000 staff across a decentralised and entrepreneurial network of more than 800 laboratories in over 50 countries, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of a wide range of products, as well as providing innovative clinical diagnostic testing services and in-vitro diagnostic products.

For more details, please visit www.eurofins.com

Perks and benefits Medical Miscellaneous allowance Dental Vision Group Insurances, Working from home policy

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