IT Service Desk Shift Lead - 24/7 Onsite

NTT Ltd.; Sepang; On-site; MYR 36,000 - 48,000; Full time

Job summary

NTT DATA Malaysia is seeking an entry-level Customer Service Helpdesk professional to support HK-based clients. You will receive, validate and log requests, provide updates, and escalate as needed, while maintaining SLA guidelines.

The role requires fluent Cantonese and strong English communication, willingness to work a 24/7 roster, and onsite presence in Cyberjaya. Minimum 1 year in customer service or IT/helpdesk is preferred.

Qualifications

• Fluent Cantonese and strong English communication skills.
• Minimum 1 year experience in customer service/IT/call centre environments.
• Must be open to 24/7 shift roster and onsite work in Cyberjaya.

Responsibilities

• Handle customer service helpdesk operations, logging and validating client requests.
• Ensure high-quality service delivery in line with defined SLAs and objectives.
• Coordinate with internal teams, carriers, vendors and external parties to resolve issues.
• Follow escalation procedures for critical calls and prioritize requests.
• Provide updates to users on ticket progress and resolution status.
• Own complex fault cases, including root-cause follow-up.
• Support complaint investigations with proper analysis and documentation.
• Maintain all ticket documents and client information.
• Identify operational gaps and suggest improvements to supervisors.

Skills

Cantonese

English

Education

High school certificate (SPM or equivalent)

Job description

NTT DATA Malaysia is seeking an entry-level Customer Service Helpdesk professional to support HK-based clients. You will receive, validate and log requests, provide updates, and escalate as needed, while maintaining SLA guidelines.

The role requires fluent Cantonese and strong English communication, willingness to work a 24/7 roster, and onsite presence in Cyberjaya. Minimum 1 year in customer service or IT/helpdesk is preferred.