IT service desk lead

EUROFINS GSC IT MALAYSIA SDN. BHD.; George Town; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Vision

Group Insurances

Working from home policy

Job summary

Eurofins GSC IT Malaysia Sdn. Bhd. is seeking an IT Service Desk Coordinator to oversee the delivery of IT support across the Pacific region. You will coordinate incidents, service requests, escalations and user support in line with service levels and Eurofins standards.

The role emphasizes ticket governance, knowledge management, problem identification, change awareness and continuous service improvement, with travel as required to meet business needs.

Qualifications

• Certificate IV in relevant IT field or Bachelor or equivalent in IT.
• 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 solutions and devices (Android, iPhone, etc.).
• Basic knowledge of networking (switches / patches / IP / Subnets).
• Strong interpersonal and communication skills.
• Able to operate independently and manage priorities and responsibilities.
• Must be available for periodical local, national and international travel.

Responsibilities

• Coordinate the day-to-day operation of the IT Service Desk, including ticket triage and escalation follow-up.
• Support management of incidents and service requests from logging to resolution.
• Promote IT service management practices (incident, request, problem, change, knowledge).
• Review ticket quality, categorisation, prioritisation, SLA performance and trends.
• Identify recurring incidents and support root cause analysis with relevant teams.
• Maintain service catalogue items, request types and SOPs.
• Promote high standard of customer service with clear communications.
• Track service improvement activities from ticket trends and audit findings.
• Maintain quality use of the ITSM platform and dashboards.
• Support major incident coordination and post-incident reviews.

Skills

Networking basics

Interpersonal skills

Prioritisation

Independent work

Education

Certificate IV in IT or Bachelor in IT

Tools

Windows OS

MS Office

Outlook

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.

Key responsibilities

• Coordinate the day-to-day operation of the IT Service Desk, including ticket triage, workload prioritisation, queue monitoring, escalation follow-up and support coverage
• Support the effective management of incidents and service requests from logging through to resolution, ensuring tickets are accurately categorised, prioritised, assigned, updated and resolved
• Promote consistent Service Desk adoption of IT service management practices, including incident, request, problem, change and knowledge management
• Review ticket quality, categorisation, prioritisation, SLA performance, backlog, escalations and service trends
• Identify recurring incidents, common user issues and service pain points, and work with relevant teams to support root cause analysis and corrective actions
• Support the accuracy and ongoing improvement of service catalogue items, request types, approval paths, assignment groups, fulfilment instructions and standard operating procedures
• 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
• Track and support service improvement activities based on ticket trends, SLA breaches, recurring issues, user feedback, audit findings and operational risks
• Maintain quality use of the ITSM platform by supporting accurate ticket data, queue hygiene, assignment rules, templates, dashboards, reporting inputs and process adherence
• Support major incident coordination activities by assisting with business-impact assessment, escalation pathways, stakeholder updates, Service Desk readiness and post-incident review actions

About you

• Certificate IV in relevant IT field (focusing on IT Hardware, Systems Administrator or Networking) or Bachelor or equivalent in relevant IT field
• 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
• Must be available for periodical local, national and international travel

About us

Eurofins is committed to providing a safe working environment for all workers and has developed a safety governance policy to communicate the minimum expectation of safety systems to be implemented within each Business Line / Business Unit.

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

• Medical
• Miscellaneous allowance
• Dental
• Vision
• Group Insurances
• Working from home policy