Associate, Service Desk

About the role

We are looking for a proactive and customer-focused Associate, Service Desk to join our IT Operations team. The successful candidate will serve as the first point of contact for all IT-related incidents and service requests, providing Level 1 technical support to internal users and external customers. This role is responsible for incident logging, initial troubleshooting, service request fulfilment, and timely escalation to the appropriate support teams. This role supports a 24×7 IT Operations environment and requires participation in a weekly rotational shift schedule, including day and night shifts, to ensure continuous IT support across the organization.

Key responsibilities

Service Desk Operations

• Serve as the first point of contact for all IT incidents and service requests.

• Provide Level 1 technical support via phone, email, IT Service Desk, remote support tools, and other communication channels.

• Log, categorize, prioritize, and assign incidents using the Service Desk system.

• Perform initial diagnosis and troubleshooting before escalating to the appropriate support team.

• Ensure incidents and service requests are managed within agreed Service Level Agreements (SLAs).

• Maintain accurate ticket documentation and resolution records.

User Support

• Assist users with password resets and account unlocks.

• Support Microsoft Windows, Microsoft 365, Microsoft Office, Outlook, Teams, and OneDrive enquiries.

• Assist users with VPN connectivity and remote access issues.

• Provide guidance on standard IT systems and applications.

• Perform basic user administration in Active Directory and Microsoft 365.

Operational Support

• Provide first-level IT support for branches, hubs, warehouses, and logistics operations nationwide.

• Handle enquiries from internal users and external customers relating to company systems and applications.

• Perform initial verification and troubleshooting of application-related issues before escalation.

• Monitor critical operational incidents and provide timely updates to relevant stakeholders.

• Coordinate with Workspace Operations, Application Operations, Development, Infrastructure & Network, and vendor support teams.

• Escalate business-critical incidents promptly in accordance with established procedures.

Incident & Service Management

• Monitor Service Desk queues and ensure timely responses.

• Escalate incidents based on priority, severity, and business impact.

• Follow up with users until incidents are fully resolved.

• Maintain professional communication throughout the incident lifecycle.

• Contribute to Service Desk knowledge base articles and standard operating procedures (SOPs).

Requirements & Qualifications

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
• Fresh graduates are encouraged to apply.
• Candidates with experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support will have an added advantage.
• Experience supporting Microsoft Windows and Microsoft 365 environments is preferred.
• Experience working in a shift-based operational environment is an advantage.
• Basic understanding of desktop operating systems, networking, and end-user support.
• Strong customer service and communication skills.
• Good troubleshooting and analytical abilities.
• Able to remain calm and work effectively under pressure.
• Good time management and multitasking skills.

Working Arrangement

1. This position supports a 24×7 IT Operations environment.
2. Applicants must be willing and able to work on a weekly rotational shift schedule, including:

• Day Shift
• Night Shift
• Weekends Standby (when rostered)

1. Candidates who are comfortable working night shifts are strongly encouraged to apply, as overnight support is an important part of this role.
2. Shift schedules will be assigned based on operational requirements.