IT Service Desk Support
Key Responsibilities
Incident and Request Management
Log, categorize, and prioritize tickets in Jira Service Management
Diagnose and resolve standard L1 incidents using KBs and troubleshooting guides
Fulfill service requests such as access provisioning and software installation
Assign correct priority (P1–P4) based on impact and urgency
Escalate issues to L2/L3 teams following defined functional and hierarchical paths
User Communication
Provide clear and professional support via phone, email, or chat
Acknowledge and update tickets within SLA timelines
Manage user expectations, especially for high-priority incidents
Ticket Quality and Documentation
Maintain accurate, complete, and auditable ticket records
Document troubleshooting steps, root cause (if known), and resolution
Ensure proper categorization and closure of tickets
Knowledge Base Utilization
Use KB articles to ensure consistent and efficient resolution
Identify gaps or outdated content and recommend improvements
Queue and Operations Management
Monitor ticket queues and prioritize workload based on SLA and business impact
Identify risks of SLA breach and take proactive action
Support major incident coordination with timely updates
Shift Operations (if applicable)
Perform shift start checks (tools, dashboards, ticket backlog)
Execute proper shift handovers with clear status updates
Maintain service continuity across 24/7 operations
Compliance and Process Adherence
Follow ITIL-aligned processes for incident and request management
Adhere to security, access control, and data protection policies
Ensure all activities are properly logged and auditable
Requirements
Education
Diploma or Degree in Information Technology, Computer Science, or related field
Experience
0–4 years of experience in IT support or service desk (fresh graduates may be considered)
Technical Skills
Working knowledge of Windows OS and common enterprise applications
Basic understanding of networking (TCP/IP, DNS, VPN, Wi-Fi)
Familiarity with Microsoft 365 or equivalent tools
Exposure to ticketing systems (e.g., Jira Service Management, ServiceNow) is an advantage
Core Competencies
Strong communication and customer service skills
Ability to follow structured processes and SOPs
Problem-solving and analytical thinking
Time management and ability to handle multiple tickets
Attention to detail in documentation
Ability to work in a shift-based environment
MUST able to shift work Morning and Night in 12 hours
Location
Bukit Minyak, Penang