Mandarin Helpdesk Sub Lead for Logistics IT & WMS

LOGISTEED Malaysia Sdn. Bhd.; Bandar Baru Bangi; On-site; MYR 56,000 - 89,000; Full time

Job summary

LOGISTEED Malaysia Sdn. Bhd. is seeking a Level 1 IT Helpdesk specialist in Bandar Baru Bangi to provide first-line support for logistics software (WMS, CargoWise) and ERP Microsoft Dynamics 365. You will record inquiries, escalate complex issues, and ensure timely ticket progression across shifts.

Responsibilities include monitoring queues, maintaining SLAs, preparing training materials, and producing incident reports. Mandarin-speaking candidates are preferred for serving Mandarin clients.

Qualifications

• Bachelor's Degree in Computer Science/Information Technology or equivalent.
• Minimum 5 years of experience in IT Helpdesk or Service Desk.
• Good knowledge of Microsoft products (Microsoft 365, Word, Excel, PowerPoint, Teams).
• Able to multitask efficiently and assist multiple users simultaneously.
• Positive, professional demeanor and team player.
• English required; Mandarin preferred for Mandarin-speaking customers.

Responsibilities

• Provide level 1 support and troubleshooting for logistics software (WMS, CargoWise) and ERP (D365).
• Record user inquiries via email and process in incident management system.
• Escalate unresolved issues to Level 2 or relevant technical teams.
• Keep users informed of incident progress and outages.
• Monitor ticket queues and assign incidents based on priority and skillset.
• Ensure tickets are acknowledged, assigned, and progressed within SLAs.
• Act as Shift Lead during assigned shifts and ensure 24/7 coverage.
• Close resolved incidents and maintain backlog follow-ups with teams.
• Prepare procedures, FAQ, and training materials for new/updated processes.
• Prepare weekly/monthly incident reports and participate in meetings.

Skills

Customer support

Multitasking

English language

Mandarin language

Team player

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Jira

SurveyMonkey

Microsoft 365

D365

Job description

LOGISTEED Malaysia Sdn. Bhd. is seeking a Level 1 IT Helpdesk specialist in Bandar Baru Bangi to provide first-line support for logistics software (WMS, CargoWise) and ERP Microsoft Dynamics 365. You will record inquiries, escalate complex issues, and ensure timely ticket progression across shifts.

Responsibilities include monitoring queues, maintaining SLAs, preparing training materials, and producing incident reports. Mandarin-speaking candidates are preferred for serving Mandarin clients.