Senior IT Engineer - ServiceDesk

Genting Malaysia; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

Join a leading multinational conglomerate in the hospitality industry as a Senior IT Engineer – ServiceDesk. In this role, you'll be the first line of support for users, tackling technical issues and ensuring excellent customer service. You'll lead and mentor junior team members while managing service desk operations in a fast-paced environment. This dynamic position offers a chance to contribute to a premier tourism and entertainment hub, recognized for its innovation and award-winning properties. If you're ready to shape the future of hospitality and entertainment, apply now to build a rewarding career.

Qualifications

• Minimum 5 years in IT support, with 2 years in a senior role.
• Strong troubleshooting skills and technical knowledge required.

Responsibilities

• Provide first-level technical support via digital channels.
• Mentor junior analysts and manage the service desk ticket queue.
• Collaborate with IT teams for troubleshooting and resolution.

Skills

Technical Support

Troubleshooting

Customer Service

Windows OS (10/11)

Microsoft Office 365

Active Directory

IT Management Tools

Education

Degree in Computer Science

IT Certifications

Tools

Ticketing System

Print Servers

Job description

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Genting Malaysia is a leading multinational conglomerate involved in leisure and hospitality, including theme parks, casinos, hotels, seaside resorts, and entertainment venues across Malaysia, the UK, and the US. It is among the largest listed companies in Malaysia.

Celebrating its 60 Years Diamond Jubilee in 2025, Genting Malaysia is recognized as a premier tourism and entertainment hub with award-winning properties such as Genting SkyWorlds Theme Park, Skytropolis Indoor Theme Park, Crockfords, and more. The company continues to expand and innovate within the hospitality industry.

Job Description

The Senior IT Engineer – ServiceDesk, will serve as the first line of support for users, resolving technical issues promptly while providing excellent customer service. The role involves leading and mentoring junior team members, troubleshooting complex problems, and ensuring efficient service desk operations. It requires technical expertise and a commitment to support excellence in a fast-paced environment.

Job Responsibilities

1. Provide first-level technical support via digital channels, email, and ticketing system.
2. Diagnose and resolve issues related to hardware, software, network, and applications.
3. Act as escalation point for critical issues, ensuring timely resolution.
4. Mentor and guide junior analysts, supporting their training and development.
5. Manage the service desk ticket queue, ensuring SLAs are met.
6. Collaborate with other IT teams for troubleshooting and resolution.
7. Maintain and update internal knowledge base with troubleshooting steps and best practices.
8. Support IT projects, ensuring smooth transitions during system upgrades or migrations.
9. Generate weekly reports and document SOPs for the service desk.
10. Track and report on service desk performance metrics, recommending improvements.
11. Ensure compliance with IT policies, procedures, and security standards.
12. Technical skills required include PC hardware, Windows OS (10/11), desktop software, Microsoft Office 365, Active Directory, print servers, and IT management tools.
13. Possess excellent communication skills to explain technical issues to non-technical users.

Job Requirements

1. Degree in Computer Science, Information Technology, or equivalent.
2. IT certifications and/or helpdesk experience preferred.
3. Minimum 5 years in a Service Desk or IT support role, with at least 2 years in a senior position.
4. Strong troubleshooting skills and technical knowledge.
5. Ability to multitask and handle challenges efficiently and courteously.
6. Willingness to support 24x7 operations and work shifts.
7. Ability to work independently and manage multiple priorities.

Join us and be part of a dynamic team shaping the future of hospitality and entertainment. Apply now and build a great career with Genting Malaysia!