IT Service Desk Operative

Greif; Selangor; On-site; MYR 95,000 - 162,000; Full time

Job summary

Greif in Malaysia is seeking an IT Service Desk Operative to provide first and second level support for end-users, troubleshoot issues, and mentor junior staff. The role emphasizes incident management, ticket resolution, and collaboration with cross-functional teams in a global packaging company.

Typically, a high school diploma and 6+ years of relevant experience are expected, with strong English skills and knowledge of Windows, MS Office, and cloud-based security methods.

Qualifications

• High School diploma or equivalent required.
• Experience in IT service/help desk environment is preferred.
• Strong customer service and communication skills.
• Knowledge of Windows operating systems in a domain environment.
• Familiarity with Microsoft Office Suite.
• Understanding of multi-factor authentication and cloud-based systems.

Responsibilities

• Collaborates with network services, software systems engineering and/or application development to restore service and identify problems.
• Provides technical support to internal users of computer applications and hardware.
• Responds to and resolves tickets via telephone, remotely or in person according to procedures.
• Stages and re-stages and configures systems as needed.
• Maintains ownership of assigned tickets through end user follow-up and escalation when necessary.
• Coaches and mentors other service desk staff to increase competency.
• Recommends policies/procedures to improve ticket resolution times.
• May be responsible for building and deploying IT assets.
• Participates in service desk project teams including remote site implementations.
• Assists in creating/updating knowledge base articles.
• Adheres to IT service policies for incident, problem, change and service requests.
• Coordinates service with third-party vendors for IT equipment.
• Performs other duties as assigned.

Skills

English fluency

Customer service

Windows OS

MS Office

MFA & cloud

Attention to detail

Confidentiality

Verbal & written communication

Education

High School diploma

Tools

Ticketing system

Help desk software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Greif is a global leader in performance packaging located in 40 countries. The company delivers trusted, innovative, and tailored solutions that support some of the world's most in demand and fastest-growing industries.

With a commitment to legendary customer service, operational excellence, and global sustainability, Greif packages life's essentials - and creates lasting value for its colleagues, customers, and other stakeholders.

Learn more about the company's Customized Polymer, Sustainable Fiber, Durable Metal, and Integrated Solutions at www.greif.com and follow Greif on Instagram and LinkedIn.

OUR VISION:

To Be the Advantage That Helps Our Customers Win.

OUR PURPOSE:

Creating packaging solutions for life's essentials.

Job Requisition #:

035364 IT Service Desk Operative (Open)

Job Description

Provides first and second level support to end-users including problem recognition, research, isolation, and resolution steps. Troubleshoots and resolves issues; coaches, mentors and encourages users. Participates in special projects as requested. Mentors and coaches on technical solutions. Serves as last line of support before issues are escalated to other IT Services staff. Provides procedural and or technical guidance to more junior coordinators. Commonly involves use of problem management database and help desk systems. Typically possesses a High School diploma (or equivalent) and 6 or more years of relevant experience.

Key Responsibilities

• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.

• Provides technical support to the organization's internal users of computer applications and hardware.

• Responds to and correctly resolves tickets, both via telephone remotely and in person, in a professional and timely manner according to IT Services procedures.

• Stages, re-stages and configures new or existing systems as needed.

• Maintains ownership of assigned tickets through end user follow-up. Enters complete resolutions in ticket system completely and timely and determines when to elevate.

• Coaches and mentors other service desk staff to increase competency levels.

• Recommends policies/procedures to improve ticket resolution times.

• May be responsible for the building and deployment of IT assets.

• Participates on service desk project teams as requested, including occasional remote site implementations.

• Assists in creation/update of knowledge base articles for the IT services knowledge base.

• Adheres to IT services policies regarding incident, problem, change and service request management.

• Coordinates service with third party vendors for IT equipment.

• Performs other duties as assigned.

Education and Experience

• Typically possesses a High School diploma (or equivalent)

Knowledge and Skills

• English fluent speaking skills, plus one language is a nice to have

• General knowledge of IT functions required.

• Demonstrated skills in customer service, and verbal, written and mathematical skills.

• Demonstrate skills in supporting the Windows operating system in a domain environment.

• Good understanding of Microsoft Office Suite.

• Good knowledge of Multi-factor Authentication methods and cloud based systems.

• Good attention to detail, and ability to maintain confidential information is required.

At Greif, we believe that our colleagues are the center of our success. Our Total Rewards have a comprehensive focus on well-being and offer a competitive package that enables you to thrive, be engaged, and reach your full potential.

Compensation Range:

The pay range for this position is Ft7,331,500.00 - Ft12,463,600.00 annually. Typically, a competitive wage for new hires will fall between9,840,000.00 to11,400,000.00 annually. Offers for this position may vary based on market data and other factors such as job-related knowledge, skills, experience, and geographic location. The position may also be eligible for a short-term incentive.

Benefits Statement:

Greif offers a comprehensive benefits package, including competitive core benefits, paid time off, and a range of local benefits for eligible colleagues.

EEO Statement

https://www.greif.com/wp-content/uploads/2023/04/HR-101-Equal-Employment-Opportunity-Policy-English.pdf

We offer a competitive salary, excellent benefits and opportunity for growth. Greif is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sex, race, religion, age, national origin, color, disability, veteran status or any other any other legally protected characteristic.

For more information read Greif's Equal Opportunity Policy.