Service Desk Engineer L1

PERSOL Workforce Solutions Malaysia Sdn Bhd; Johor Bahru; On-site; MYR 45,000 - 78,000; Full time

Job summary

PERSOL Workforce Solutions Malaysia Sdn Bhd is seeking an IT Service Desk Analyst to respond to inquiries via Call, Email, Webchat, and other channels, providing first level troubleshooting across Workplace, Server, Network, MS 365, and more.

The role requires a university degree and strong English, with 1 year IT support experience preferred; bilingual candidates with Mandarin or Thai are welcome. Working hours may include 12-hour shifts and weekend coverage.

Qualifications

• University degree with a good command of English.
• 0
• Singaporeans, Malaysians, or SPR holders preferred.
• Willing to work 12-hour shifts or standard office hours as required.
• Preferably 1 year of IT support experience in a service desk environment.
• ITIL4 Foundation certification is an advantage.
• Bilingual English plus Mandarin and/or Thai preferred.
• All tickets and documentation must be maintained in English.

Responsibilities

• Respond to enquiries, incidents, requests and alerts via Call, Email, Webchat, EUP, IVR, and monitoring consoles.
• Perform 1st level troubleshooting across Workplace, Server, Network, MS 365, Secure Access Service Edge, and POS.
• Monitor security events and server/network availability and performance.
• Handle password resets and unlocks.
• Log and route unresolved issues to higher tiers or Resolver Teams.
• Record and manage all transactions and cases in the Service Management System.
• Broadcast notifications to relevant internal and external parties.
• Provide timely status updates and follow up on escalated cases through to closure, within SLA.
• Ensure all daily tasks are carried out per Standard Operating Procedures.
• Undertake other duties as assigned by the Team Lead, ARC Manager, or Top Management.

Skills

Strong communication

Customer service

Bilingual advantage

English fluency

Education

University degree

Tools

O365

MS PowerPoint

MS Windows

Basic desktop and network troubleshooting

BMC Remedy / ServiceNow

Cloud telephony systems

Job description

Respond to incoming enquiries, incidents, requests, and alerts via Call, Email, Webchat, EUP, IVR, and monitoring consoles

Perform 1st level troubleshooting across supported systems: Workplace, Server, Network, Microsoft 365, Secure Access Service Edge, and Point of Sale

Monitor security events, and server/network availability and performance

Handle password resets and unlocks

Log and route unresolved issues to higher tiers or Resolver Teams

Record and manage all transactions and cases in the Service Management System

Broadcast notifications to relevant internal and external parties

Provide timely status updates and follow up on escalated cases through to closure, within SLA

Ensure all daily tasks are carried out per Standard Operating Procedures

Undertake other duties as assigned by the Team Lead, ARC Manager, or Top Management

Requirement

Education

University degree with a good command of English

Singaporeans, Malaysians, or SPR holders preferred

Willing to work 12-hour shifts or standard office hours as required

Experience

Preferably at least 1 year of IT support experience, ideally within an IT service desk environment

Candidates without this experience will still be considered if they can demonstrate strong technical aptitude

Technical Skills

O365

MS PowerPoint

MS Windows

Basic desktop and network troubleshooting & resolution

BMC Remedy / ServiceNow

Cloud telephony systems

Non-Technical Skills

Strong communication and customer service skills

Understanding of service quality and service level management principles

ITIL4 Foundation certification is an advantage

Bilingual Advantage (Preferred, not required)

Fluency in English plus Mandarin and/or Thai

Minimum 1 year of bilingual support experience within a 24x7 call centre, service desk, or helpdesk environment

Working hours typically Monday–Friday per client business hours, with flexibility for shifts, weekends, and public holidays as needed

All tickets and documentation must be maintained in English regardless of language spoken