IT Service Desk Specialist – First-Line Tech Support

HTC Global Services; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Jora Malaysia is seeking an IT Service Desk professional to provide first-level support via phone, email and service desk requests. You will investigate incidents, escalate complex issues, manage user access, and fulfil service requests in adherence to SLAs.

The role requires strong English communication, technical knowledge across Windows, Mac OS and mobile devices, and an understanding of ITIL processes. Kuala Lumpur-based with structured processes and cross-team collaboration.

Qualifications

• 2–3 years of IT Service Desk / IT Service Support experience.
• Strong technical knowledge of Microsoft Office 365 and device platforms.
• Understanding of IT service management processes and SLAs.

Responsibilities

• Provide first-level IT support and triage via phone, email and service desk requests.
• Investigate and resolve incidents with high first-call resolution.
• Escalate complex issues to Level 2 with proper ownership transfer.
• Create, administer and remove user access rights for approved services.
• Manage and fulfil service requests according to SLAs and procedures.
• Provide guidance on basic use of hardware, software and remote access.
• Support software licensing, IT assets and operational activities.
• Perform user access audits when required.
• Administer IT Service Management / Service Desk tools.
• Support incident management and service request fulfilment per ITIL.

Skills

IT support

MS Office 365

MDM

2FA

Active Directory

Windows 7/10/11

Mac OS / iOS / Android

Networking basics

Customer service

English communication

Tools

Service desk software

ITIL knowledge

Job description

Jora Malaysia is seeking an IT Service Desk professional to provide first-level support via phone, email and service desk requests. You will investigate incidents, escalate complex issues, manage user access, and fulfil service requests in adherence to SLAs.

The role requires strong English communication, technical knowledge across Windows, Mac OS and mobile devices, and an understanding of ITIL processes. Kuala Lumpur-based with structured processes and cross-team collaboration.