IT Service Desk Lead: Incident, Change & Knowledge

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

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.