IT Support Specialist

Devloit; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Jora Malaysia is hiring to provide 24x7x365 service desk support, handling IT incidents and requests with accurate classification and timely resolution. The role involves escalating unresolved items to appropriate channels and maintaining clear communication with end users regarding ETA.

You will act as a bridge between end users and IT staff, and collaborate with the Field Operation team to ensure smooth service delivery.

Qualifications

• Provide service desk support to end users on a 24x7x365 basis.
• Accept, respond and log IT incidents and requests.
• Classify incidents and requests accurately and track until resolution.
• Escalate unresolved incidents to the proper channels.
• Inform end users of estimated resolution times.
• Serve as interface between end-users and IT personnel/Field Operation team.

Responsibilities

• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Accept and respond to all IT related incidents and requests.
• Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
• End user will be informed of the estimated time whereby his/her ticket will be attended to.
• Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Accept and respond to all IT related incidents and requests.
• Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
• End user will be informed of the estimated time whereby his/her ticket will be attended to.
• Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.