Service Desk Engineer L1 | Fresh Grad
Salary: RM 3,000 – RM 3,500 per month
Key Responsibilities
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 Excel (Pivot tables, filters, graphs)
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