Service Desk Specialist

TG Malaysia; Johor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A specialized call center in Johor is seeking candidates for a technical support role focused on resolving complex issues. Responsibilities include troubleshooting EUC, server, and network issues, responding to inquiries, and maintaining service level agreements. Applicants must have strong English skills and be willing to work 12-hour shifts. This role is open to Malaysia citizens with at least one year of experience or fresh graduates.

Qualifications

• Open for Malaysia citizen ONLY.
• Excellent command of English, both written and spoken (MUST).
• Willing to work 12-hour shifts.

Responsibilities

• Perform log & route to Tier 2 or Resolver Team(s).
• Perform 1st level troubleshooting on EUC/Server/Network.
• Respond to incoming enquiries/incident/request via multiple channels.

Skills

Communication skills

Customer service skills

Office 365

MS Excel

MS Windows

Basic troubleshooting

BMC Remedy

Cloud Telephony

SIEM

Firewall IDS/IPS

Education

Fresh Graduate or Minimum 1 years of experience

Tools

BMC Remedy

ServiceNow

Job description

Specialized call center that provides technical support and customer service for complex products or services. They focus on resolving complex issues beyond standard support channels, offering 24/7 multilingual support to serve a global audience.

Job Responsibilities:

• Perform log & route to Tier 2 or Resolver Team(s)
• Perform 1st level troubleshooting on EUC/Server/Network
• Basic POS troubleshooting
• Application troubleshooting
• Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
• Password reset and unlock.
• Provide timely status update on issues escalated and to close tickets within service level agreement.
• Ensure daily tasks are executed according to SOP (Standard Operation Procedure)

Job Requirements:

• Open for Malaysia citizen ONLY
• Fresh Graduate or Minimum 1 years of experience in IT support service desk / network security support
• Excellent command of English, both written and spoken (MUST)
• Willing to work 12-hour shifts.

Technical skills

• 0ffice 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive)
• MS Excel (Pivot, filter, graphs)
• MS Windows, MS Sentinel, MS Defender
• Basic Desktop, Network, Security Troubleshooting & Resolution
• BMC Remedy / ServiceNow
• Cloud Telephony system
• SIEM
• Solar Winds
• Firewall IDS/IPS

Non - Technical skills

• Good communication skill
• Good customer service skill