Job Description

Key Responsibilities:

1. User Support & Incident Handling

Provide first-level IT support through phone, email, and chat channels. Log, categorize, and prioritize incidents and service requests using ServiceNow. Perform initial diagnosis and resolve or escalate issues according to ITIL processes. Monitor ticket queues and ensure timely resolution in line with SLA commitments. Maintain proactive and clear communication with users throughout the support cycle.
2. Knowledge Management & Documentation

Update and maintain internal knowledge base articles. Document troubleshooting procedures, incident resolutions, and best practices. Contribute to the continuous improvement of support documentation and operational workflows.
3. IT Provisioning & Access Management

Install and configure software and basic hardware components. Set up network access, shared resources, and printers. Manage user permissions, licenses, and access rights in accordance with security policies. Ensure compliance with internal IT security and access management guidelines.
4. Collaboration & Process Improvement

Work closely with other IT teams to resolve cross-functional or complex issues. Participate in service improvement initiatives and feedback sessions. Support internal and external IT audits and assist in SLA and process compliance reporting.
Job Types: Full-time, Permanent

Pay: RM3,500.00 - RM6,000.00 per month

Language:

English (Preferred) Mandarin (Preferred) Japanese (Preferred)
Work Location: In person