IT Service Desk Support

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel KL (Sudong MY Sdn Bhd) is seeking an IT ServiceDesk Support in Kuala Lumpur to provide first-level technical assistance and excellent customer service across multiple channels.

The role requires a Diploma or Degree and prior IT service/Call Centre experience, with a focus on fast, accurate problem resolution and effective communication. Willingness to work staggered shifts including weekends is needed.

Qualifications

• Diploma or Degree in any discipline.
• Experience in an IT ServiceDesk, Call Centre or Customer Service environment is an advantage.
• Strong customer-service orientation with a positive attitude.
• Excellent verbal and written communication, with professional work etiquette.
• Good analytical and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Resourceful, proactive and detail-oriented.
• Willingness to work staggered/rotational shifts, including weekends and public holidays.

Responsibilities

• Provide first-level technical support via phone, self-service tickets and live chat.
• Perform initial troubleshooting and escalate to second-level resolver groups as needed.
• Identify and resolve customer issues within service levels and document actions taken.
• Provide timely updates to customers on incident status and progress.
• Maintain ownership of cases from reporting to resolution and closure.
• Classify and prioritise incidents and track progress for follow-up actions.
• Manage customer expectations and communicate with Team Lead on unusual patterns.
• Deliver high-standard service and customer experience across all interactions.

Skills

Customer service

Communication

Problem solving

Multitasking

Team player

Adaptability

Attention to detail

Education

Diploma or Degree

Tools

ServiceNow

Microsoft Office

Job description

Be a part of something BIG!

Be a part of something BIG! Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for a IT ServiceDesk Support to provide first-level technical support and deliver a high standard of customer service across multiple support channels.

Make An Impact By

• Provide First Call Resolution (FCR) technical support to customers via phone, self-service tickets and live chat, ensuring requests are responded to in a timely manner.
• Perform first-level troubleshooting for reported incidents and elevate unresolved issues to the appropriate second-level resolver groups in accordance with established work instructions.
• Identify and resolve customer issues and enquiries accurately and completely within committed turnaround times and ServiceDesk standards.
• Provide timely updates to customers on the status and progress of outstanding incidents within agreed Service Levels.
• Maintain ownership of assigned cases from initial reporting through to resolution and closure, ensuring all relevant information and actions are accurately documented.
• Perform initial classification and prioritisation of incidents and track resolution progress to ensure appropriate follow-up actions are completed.
• Manage customer expectations effectively and notify the Team Lead of unusual increases or recurring patterns in calls or incidents.
• Deliver a high standard of service and customer experience across all interactions.
• Maintain confidentiality and appropriate handling of customer information and data.
• Educate customers on available IT services and guide them towards suitable self-service resources where appropriate.
• Handle customer complaints and service-related issues professionally, ensuring accurate documentation of concerns, actions taken and final resolutions.
• Apply strong customer service and communication skills to maximise the effectiveness of every customer interaction.
• Perform other related duties as required to support changing business and operational requirements.

Skills For Success

• Diploma or Degree in any discipline.
• Prior experience in an IT ServiceDesk, Call Centre or Customer Service environment, including handling calls and written correspondence, will be an advantage.
• Strong customer-service orientation with a positive “CAN-DO” attitude and passion for delivering quality service.
• Excellent verbal and written communication, comprehension and interpersonal skills, with professional work etiquette.
• Good analytical and problem-solving skills with the ability to troubleshoot issues effectively.
• Ability to multitask and manage multiple customer requests in a fast-paced environment.
• Resourceful, proactive, results-driven and attentive to detail.
• Strong team player with the ability to adapt to a changing working environment.
• Responsible and dependable with a positive working attitude.
• Proficient in PC applications, including Microsoft Office.
• Knowledge or experience using ServiceNow will be an advantage.
• Ability to work on staggered and rotational shifts, including weekends and Public Holidays, to support 24x7 Contact Centre service operations.

Your Career Growth Starts Here.