IT Service Desk Pro - End-User Support

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

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.