IT Service Desk Support — First-Line Tech & Customer Care

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

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.