Service Desk Specialist

EPAM Systems Inc; Malaysia; On-site; MYR 38,000 - 60,000; Full time

Job summary

EPAM Systems Inc. seeks a Service Desk Specialist to support end users across Windows and macOS, troubleshoot tickets, and document fixes. You will use Jira Service Management and remote tools, with rotating shifts up to 7:00 PM to ensure timely resolutions.

Your role focuses on fast troubleshooting, clear documentation, and smooth escalations while maintaining knowledge base accuracy and strong customer service across desktop environments.

Qualifications

• Hands-on end user support experience in a Service Desk or desktop support environment.
• Windows and macOS support capability including Windows 7 and Windows 10.
• Desktop hardware troubleshooting, repair and build activities.

Responsibilities

• Provide end user support for hardware, operating system, applications and peripherals.
• Triage, troubleshoot and resolve incidents and requests through the ticket queue.
• Document fixes, known issues and troubleshooting steps in the knowledge base.
• Escalate issues using defined incident procedures and follow through to closure.
• Use remote support tools to diagnose issues and guide users to resolution.
• Support desktop build, repair, backup and recovery activities when required.
• Assist with software deployments and basic endpoint maintenance tasks.
• Support meeting rooms, basic A/V and video conferencing setups as needed.

Skills

Windows/macOS support

End user support

Ticket triage

Documentation

Remote support tools

Active Directory / Okta

Jira Service Management

Confluence

PowerShell / Python scripting

Tools

Jira Service Management

Dameware

Atlassian Jira/Confluence

Job description

We are seeking a Service Desk Specialist . You will support end users across Windows and macOS, resolve tickets in Jira Service Management and handle requests via remote tools. You will work rotating shifts (up to 7:00 PM), focusing on fast troubleshooting, clear documentation and smooth escalations.

Responsibilities

• Provide end user support for hardware, operating system, applications and peripherals
• Triage, troubleshoot and resolve incidents and requests through the ticket queue
• Document fixes, known issues and troubleshooting steps in the knowledge base
• Escalate issues using defined incident procedures and follow through to closure
• Use remote support tools to diagnose issues and guide users to resolution
• Support desktop build, repair, backup and recovery activities when required
• Assist with software deployments and basic endpoint maintenance tasks
• Support meeting rooms, basic A/V and video conferencing setups as needed

Requirements

• Hands-on end user support experience in a Service Desk or desktop support environment
• Windows and macOS support capability including Windows 7 and Windows 10
• Desktop hardware troubleshooting skills including repair and build activities
• Experience with backup and recovery for desktop endpoints
• Experience with software deployment tools and standard installation workflows
• Ticketing system experience with Jira Service Management preferred
• Remote support tools proficiency with Dameware preferred
• Basic networking knowledge including TCP/IP, LAN, WAN, Wi‑Fi, DNS, DHCP, DFS and Group Policy Objects (GPO)
• Nice to have Identity and access experience with Active Directory and Okta
• Familiarity with Atlassian tools including Jira and Confluence
• Automation and operations exposure such as IT Infrastructure Library (ITIL), PowerShell, Python or shell scripting