IT Service Desk Engineer - Incident & Remote Support

Kryptos Technologies UK Limited; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Kryptos Technologies UK Limited is seeking a Service Desk Engineer to provide frontline technical assistance to our international clients. You will be the first point of contact for users calling the IT Service Desk.

The role involves handling incidents and requests via phone, chat or ServiceNow, assisting with password resets, Microsoft 365, and basic applications, and documenting resolutions for continuous improvement.

Qualifications

• Good verbal and written communication skills.
• Basic understanding of IT Service Desk operations.
• Fundamental understanding of computer hardware, software, and networking concepts.
• Willingness to learn ITIL and incident management process.

Responsibilities

• Provide technical assistance to international clients as the first point of contact.
• Respond to incidents and service requests via Phone, chat or ServiceNow ticketing system.
• Assist users with password resets, Microsoft 365 support, and basic applications issues.
• Troubleshoot common laptop, desktop, printer, connectivity problems.
• Document incidents and resolutions in the ITSM tool.
• AHT on calls should be 7 minutes.

Skills

Good communication

IT Service Desk basics

Hardware/software/networking

ITIL willingness

Job description

Kryptos Technologies UK Limited is seeking a Service Desk Engineer to provide frontline technical assistance to our international clients. You will be the first point of contact for users calling the IT Service Desk.

The role involves handling incidents and requests via phone, chat or ServiceNow, assisting with password resets, Microsoft 365, and basic applications, and documenting resolutions for continuous improvement.