Service Desk Engineer

Digital Labs Sdn Bhd; Petaling Jaya; On-site; MYR 36,000 - 48,000; Full time

Job summary

Digital Labs Sdn Bhd in Malaysia is seeking a Service Desk Agent to provide first-line IT support to end-users, handling incidents via phone, email, and chat, and ensuring timely resolution.

You will troubleshoot hardware and software, document solutions, contribute to a knowledge base, and collaborate with IT teams while adhering to security policies.

Qualifications

• 1–3 years of experience in technical support or service desk.
• Strong communication skills to explain technical concepts.
• Proficient with Windows and macOS; basic IT security knowledge.
• Familiarity with ticketing systems.
• IT certifications such as CompTIA A+ or ITIL Foundation are a plus.

Responsibilities

• Provide courteous and timely technical support to end-users via phone, email, or chat.
• Troubleshoot hardware and software problems and escalate when needed.
• Create and manage service desk tickets with clear documentation.
• Deliver excellent customer service and ensure user satisfaction.
• Contribute to knowledge base with FAQs and standard solutions.
• Document resolutions, steps, and best practices for future reference.
• Provide remote desktop assistance and guide users through solutions.
• Assist with setup, installation, and configuration of hardware and software.
• Assist users with password resets and account unlocks per security policies.
• Promote and adhere to security policies and report incidents.
• Collaborate with IT teams to resolve complex issues.
• Stay updated on technology trends and new software/hardware.

Skills

Strong communication

Problem solving

Onboarding/Offboarding (AD)

AD knowledge

Remote support

Minimal supervision

Education

High school diploma or equivalent

Associate's or bachelor's degree in related field

Tools

Active Directory (AD)

Intune

MFA

Email tracing

Remote desktop tools

Ticketing systems

Job description

We are looking for a dedicated and customer-focused Service Desk Agent to provide technical support and assistance to our organization's end-users. The Service Desk Agent will play a crucial role in resolving IT issues, answering inquiries, and delivering efficient and responsive support to ensure a smooth IT environment.

Key Responsibilities:

• Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
• Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
• Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
• Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
• Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
• Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
• Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
• Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.
• Assist users with password resets and account unlocks in accordance with security policies.
• Promote and adhere to security policies, recognizing and reporting potential security incidents.
• Collaborate with other IT teams and specialists to elevate and resolve complex issues.
• Stay up to date with technology trends, new software, and hardware to improve support capabilities.
• Ability to identify and isolate issues, as well as gather information.
• Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).
• Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.
• Able to work with minimal supervision.

Qualifications:

• High school diploma or equivalent required; associate's or bachelor's degree in a related field is a plus.
• Minimum of 1-3 years of experience in a technical support or service desk role.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Proficiency in troubleshooting and problem-solving techniques for hardware and software issues.
• Familiarity with commonly used operating systems (e.g., Windows, macOS) and office software.
• Customer service-oriented mindset with a commitment to delivering high-quality support.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Knowledge of remote support tools and remote desktop assistance is advantageous.
• Familiarity with ticketing systems for incident management.
• Basic understanding of IT security principles and best practices.
• IT certifications such as CompTIA A+ or ITIL Foundation are a plus.