IT Service Desk Engineer: End-User Support Pro

Digital Labs Sdn Bhd; Selangor; On-site; MYR 36,000 - 60,000; Full time

Job summary

Digital Labs Sdn Bhd in Malaysia is seeking a dedicated Service Desk Agent to provide technical support to end-users across the organization. You will resolve IT issues, answer inquiries, and maintain service standards in a fast-paced environment.

You'll troubleshoot hardware and software, document incidents, create knowledge base articles, and assist with onboarding tasks using AD, Intune, MFA, and remote desktop tools, ensuring security and user satisfaction.

Qualifications

• 1–3 years of technical support or service desk experience.
• Strong communication skills for both verbal and written interactions.
• Familiarity with Windows and macOS operating systems and office software.

Responsibilities

• Provide courteous and timely technical support to end-users via phone, email, or chat.
• Troubleshoot hardware and software problems and escalate complex issues as needed.
• Create, document, and manage service desk tickets with accurate tracking and resolution.
• Maintain knowledge base with common issues and solutions for user self-help.
• Assist with setup, installation, and configuration of computer hardware, software, and peripherals.
• Promote security policies and assist with password resets and account unlocks.

Skills

Account provisioning

Remote assistance

Windows OS

macOS

Ticketing systems

Communication

Multitasking

Problem solving

Education

High school diploma or equivalent

Associate or bachelor’s degree in a related field (plus)

Tools

Active Directory (AD)

Intune

MFA

Email tracing

Job description

Digital Labs Sdn Bhd in Malaysia is seeking a dedicated Service Desk Agent to provide technical support to end-users across the organization. You will resolve IT issues, answer inquiries, and maintain service standards in a fast-paced environment.

You'll troubleshoot hardware and software, document incidents, create knowledge base articles, and assist with onboarding tasks using AD, Intune, MFA, and remote desktop tools, ensuring security and user satisfaction.