Remote ICT Help Desk Specialist - First-Line Support

Ziantech Solutions Sdn. Bhd.; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Ziantech Solutions Sdn. Bhd. is seeking an ICT Help Desk professional to handle complaints via phone, email, and ticketing systems, perform initial diagnosis, and resolve basic issues remotely.

The role requires shifts including nights and weekends, with the ability to communicate in Malay and English. Applicants should have a IT-related diploma/certificate and at least 2 years in a help desk environment, with experience in ServiceNow/ManageEngine/Jira Service Management and ITIL/CompTIA A+.

Qualifications

• Diploma or Certificate in IT or equivalent.
• At least 2 years in help desk/service desk/IT support.
• Able to work in shifts including weekends and public holidays.
• No criminal record and able to sign NDA.
• Communicate well in Malay and English (oral and written).
• Experience using ticket systems such as ServiceNow, ManageEngine or Jira Service Management.
• ITIL Foundation or CompTIA A+ certification.
• Experience at royal agency assistance desk.
• KWSP, PERKESO, SIP contributions and annual leave as per the 1955 Work Deed.
• Practice systems and procedures before duty.

Responsibilities

• Receive, record, and classify ICT complaints via phone, e-mail, and ticket system within 10 minutes.
• Determine the seriousness and escalate to technician or engineer immediately.
• Solve first-level problems remotely including user accounts, Windows, Office, printer, and basic network.
• Monitor ticket status against response time targets and escalate if needed.
• Obtain user verification before closing the ticket.
• Provide Daily Incident Reports and assist in monthly reporting.

Skills

Communication skills

Ticketing systems

Time management

Education

Diploma or Certificate in IT

Tools

ServiceNow

ManageEngine

Jira Service Management

Job description

Ziantech Solutions Sdn. Bhd. is seeking an ICT Help Desk professional to handle complaints via phone, email, and ticketing systems, perform initial diagnosis, and resolve basic issues remotely.

The role requires shifts including nights and weekends, with the ability to communicate in Malay and English. Applicants should have a IT-related diploma/certificate and at least 2 years in a help desk environment, with experience in ServiceNow/ManageEngine/Jira Service Management and ITIL/CompTIA A+.