Service Desk Engineer

Taylors Education Group; Malaysia; On-site; MYR 48,000 - 84,000; Full time

Job summary

Taylor's University Sdn Bhd is seeking an ICT Service Desk Lead to provide first-level troubleshooting and end-user support for staff, administration, academics, and students. The role includes managing service desk operations, prioritizing requests, and ensuring effective ICT administration across campus.

You will supervise a team, communicate with both technical and non-technical colleagues, and maintain service records.

Qualifications

• Degree in Computer Science or Information Technology with 2–3 years of relevant work experience in ICT/service desk roles.
• Strong problem-solving skills with good communication and interpersonal abilities.
• Ability to work independently with minimal supervision.

Responsibilities

• Lead a team of ICT Service Desk Support personnel.
• Ensure the ICT Service Desk operates effectively and efficiently.
• Assist staff and students with IT issues via phone, email, or in person.
• Assess urgency and impact of requests to prioritize appropriately.
• Maintain records of service requests, troubleshooting steps and resolutions.
• Administer ICT resources including loan items and preventive maintenance tasks.
• Provide technical assistance and support end-users for hardware and software issues.
• Undertake other duties assigned by management.

Skills

Customer service

Problem solving

Communication

Technical guidance

Positive attitude

Tech trends

Education

BSc in Computer Science/IT

Tools

Ticketing systems

Remote support tools

Job description

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JOB PURPOSE

Responsible for providing first level ICT troubleshooting / problem-solving assistance andensuring an effective end-user support to both staff (administration & academic) and students,in addition to the responsibility of effective administration and operations of the ICT ServiceDesk function.

AREAS OF RESPONSIBILITIES

• Supervise and lead a team of ICT Service Desk Support personnel.
• Ensure the overall operations of the ICT Service Desk Support function of the campus iseffective and efficient.
• Efficiently assist students and staff who call, email, visit the Service Desk regarding all ITrelated issues.
• Ensure the overall operations of the ICT Service Desk Support function of the campus iseffective and efficient.
• Assessing the urgency and impact of service requests to prioritize them appropriately andensure that critical issues are addressed promptly.
• Maintaining excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
• Maintaining detailed records of service requests, troubleshooting steps, and resolutions. Thisdocumentation helps in knowledge sharing and trend analysis.
• Administration of ICT resources such as loan items and preventive maintenance task.
• Provide technical assistance and support to end-users, including troubleshooting hardware andsoftware issues, resolving technical problems, and answering user queries.
• Any other responsibilities or duties that may be assigned to you from time to time.

Service Desk Function

• Manage the ICT Service Desk function effectively and efficiently by providing first leveltroubleshooting & problem-solving support for network, operating systems & applicationssoftware (Admin & Computer Labs) according to the service level commitments specifiedin Service Level Agreements (SLAs) agreed with internal customers.
• Ensure customer’s queries, complaints or problems are attended within service levelcommitments specified in Service Level Agreements (SLAs) agreed with internalcustomers.
• Collaborating with Applications Support, including Network Administrators, SystemAdministrators and Developers to resolve complex issues and contribute to problem-solving along with software vendors and equipment suppliers to resolve issues andproblems encountered by end-users within service level commitments.
• Ensure rapid closure of queries, complaints or problems logged within service levelcommitments specified in Service Level Agreements (SLAs) agreed with internalcustomers.
• Document and maintain records of all relevant transactions and generate appropriatereports pertaining to Service Desk activities.
• Improve response time in dealing ICT query, complaints, or problems.
• Generating and presenting regular reports on service desk performance, including incidenttrends, response times, and user satisfaction.

Training & Others

• Provide relevant user training for both administration and academic staff, whereverapplicable.
• Other tasks deemed relevant to the effective operations and administration of the ICTService Desk function.
• Analyse ICT requests, enquiries and handle them when appropriate.
• Organizing meetings with stakeholders when necessary, including liaison with users,vendors, and students.
• Carrying out background IT research and presenting findings whenever necessary.
• Carrying and executing specifics projects and research directed by the management.
• Producing documents, briefings and assisting in preparing reports and records duringauditing.
• To manage and update IT documentations and ensure it is ISO compliance.
• To establish and ensure both manual and electronic documentations (SharePoint) are upto date.
• Working closely with Manager on decision-making discussion and budgeting.

JOB SPECIFICATIONS

MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION

• Possess a degree (or additional years of experience if the incumbent does not have a degree)in Computer Science, or Information Technology, or equivalent, with at least 2 to 3 years ofrelevant work experience in systems administration, service desk support function, or network/ technical support in either an end-user or vendor environment.
• Strong problem-solving skills with technical aptitude, along with creativity with goodcommunications and people management skills.
• Capable of working harmoniously with colleagues while also demonstrating the ability to workindependently with minimal supervision.

RELATED EXPERIENCE

Preferably at least 3 years of working experience, preferably in an educational institution.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Exceptional customer service skills, including effective communication, empathy, and conflictresolution. Familiarity with ticketing systems and remote support tools.
• Strong problem-solving skills to address technical challenges and find innovative solutions.
• Excellent verbal and written communication skills, with the ability to effectively conveytechnical concepts to non-technical clients.
• Proficiency in communicating technical guidance and instructions to users for operatingpersonal computers, applications, and systems.
• Maintaining a positive attitude and optimistic outlook to create a more pleasant andproductive work environment.
• Staying updated on the latest trends and advancements in computer hardware, software, andIT technologies.

COMPETENCIES (BEHAVIOURAL)

• Take responsibility for own development needs and continually improve knowledge andskill proficiency.
• Demonstrate a commitment to teamwork and acquiring new capabilities.
• Always act with integrity and maintain professional conduct in accordance with company’score values.
• Able to solicit performance feedback from colleagues and reviewers, acting on areas fordevelopment, and seeking to provide insight based on facts.
• Able to participate in open and effective communication within the organization.
• Effective time management is crucial for service desk role, as it involves prioritizing andefficiently handling multiple service requests that may need simultaneous attention.
• Maintaining calm under pressure attitude is vital for ICT service desk personnel, particularlywhen faced with high-stress situations such as technical outages or critical incidents.Making informed decisions in such circumstances is of utmost importance.