Team Lead (Helpdesk)

Konica Minolta; Selangor; On-site; MYR 39,000 - 61,000; Full time

Job summary

Jora Malaysia is seeking an IT Support professional to coordinate application and software releases, provide end-user assistance, and manage tickets across onsite and remote user environments.

Ideal candidates have a Diploma/Advanced Diploma or Bachelor degree in CS/IT with 4+ years of IT experience and strong communication in English, Malay, and Chinese. Familiarity with ITSM tools like ServiceNow is preferred.

Qualifications

• Diploma or Bachelor degree in Computer Science or Information Technology.
• At least 4 years of related working experience.
• Executive level experience in Information Technology or equivalent.
• Good communication skills in English, Malay, and Chinese (spoken and written).

Responsibilities

• Assist IT to coordinate application and software releases and resource planning.
• Possess IT technical skills in End User Computing, MS OS, O365 and business apps like Adobe, Jira and Power BI.
• Oversee ITSM tools such as ServiceNow, ManageEngine and Microsoft Dynamics 365.
• Monitor and escalate tickets, ensure timely handling and daily status updates.
• Prepare monthly duty rosters and maintain reporting for service reviews.
• Perform basic root-cause analysis on recurring problems.
• Act as escalation point for high-priority incidents/requests.
• Provide desk-side, phone, email, live chat or on-site support to end-users.
• Diagnose and troubleshoot network, hardware and software issues; escalate when needed.
• Support knowledge base updates and share learnings with the team.

Skills

End User Computing

Endpoint Skills

Microsoft OS

O365

Power BI

Power Automate

Jira

Adobe

Education

Diploma/Advanced Diploma in CS/IT

Bachelor Degree in CS/IT or equivalent

Tools

ServiceNow

ManageEngine

Microsoft Dynamics 365

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Assist IT to coordinate application and software releases (includes resource planning allocation), CEO initiatives or group initiative tasks, etc.
• Posses IT Technical skills in End User Computing or Endpoint technical skills in Microsoft Operating System, O365, Standard Business applications (Adobe, Jira, Power BI, Power Automate and etc) and PaaS or IaaS fundamental understanding.
• Have various skill and knowledge in ITSM tools such as ServiceNow, Manage Engine and Microsoft Dynamics 365.
• Oversee the status of tickets on a day-to-day basis; including current tickets per agent, current unattended tickets and follow up with respective PIC.
• Ensure outstanding tickets are handled on a timely manner and follow up with respective team members if there are no updates on their tasks/tickets.
• Prepare monthly duty roster/timesheet in maintaining reporting documentation for monthly service review and team performance (Incidents and Request)
• Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
• Upload and update documents in knowledge base.
• To act as point-of-escalation for the team members for any high priority incidents / requests, ensuring that the team handles such tickets efficiently and effectively.
• Stand-in for team members whenever required, including taking over new and existing cases whether onsite and remotely, following the tasks below:
  • To provide technical and process assistance to end-users via phone, email, live chat or web-form.
  • Diagnosing and troubleshoot end-users’ problems with various IT tools.
  • To perform an initial assessment, attempts to resolve or elevate the problem, based on agreed service level.
  • Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
  • To monitor the escalation procedures and keep end-users informed.
  • Responding to the users by answering the telephone calls or by conducting field visits.
  • Ability to troubleshoot network (WAN, LAN, Wi-Fi and VPN), hardware (IBM devices) and software problems quickly and accurately via phone, email, remotely and on-site within client site.
• Posses ITIL Framework and understanding (ITIL certification is an added advantage), familiar incident management & request management.
• Able delegate responsibilities to relevant team members for specific tasks for both BAU and ad-hoc requests.

Job Requirement

• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Computer Science / Information Technology
• Preferably at least 4 years of related working experience.
• Preferably Executive specializing in Information Technology or equivalent.
• Good communication skills in English,Malay,Chinese language for both spoken and written.