Job Description

Purpose of the Role

Serve as the first point of contact for IT support and act as the central hub for coordinating service delivery. Responsible for first-line issue resolution, managing client contracts, and scheduling field engineers to ensure SLAs are met and resources optimized.

Key Responsibilities & Duties of Service Desk & L1 Support

Answer calls, emails, WhatsApp, and chats; log and update tickets in ITSM tool. Provide first-contact resolution for common issues; escalate complex cases to L2/L3. Communicate clearly with users and manage expectations. Perform common L1 tasks: password resets, hardware/software troubleshooting, basic network support, access requests. Utilize and contribute to the Knowledge Base.

Contract Management & Compliance

Monitor SLAs and ensure timely ticket resolution. Maintain knowledge of client contracts, service entitlements, and exclusions. Validate service requests against active contracts. Assist in SLA performance reporting and flag upcoming renewals.

Engineer Scheduling & Dispatch

Monitor engineer availability and assign tickets based on skill, location, workload, and priority. Coordinate logistics for on-site visits and ensure parts/information readiness. Act as communication link between clients and engineers, providing status updates. Optimize schedules to reduce travel time and maximize productivity.

Soft Skills

Exceptional communication and customer service. Strong organizational and time management skills. Problem-solving and critical thinking. Ability to prioritize under pressure. Negotiation and diplomacy for scheduling conflicts.

Performance Metrics

Measured on a blend of support KPIs (ticket resolution, SLA compliance) and operational metrics (dispatch efficiency, resource utilization).

Job Types: Full-time, Permanent, Fresh graduate

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

Flexible schedule Opportunities for promotion Professional development Work from home
Application Question(s):

Current location ? Current salary? Expected salary? Notice period? Reason of work changes:
Work Location: In person