IT Service Desk Engineer

About the Role

KUKA Robotics Malaysia is seeking an IT Service Desk Engineer to join our Global IT Infrastructure team.

As the first point of contact for users across our global organization, you will provide Level 1 (L1) technical support through phone, email, self-service portals, and IT Service Management (ITSM) platforms. You will play a key role in delivering an exceptional user experience by resolving IT issues, managing service requests, and ensuring timely communication and escalation when required.

This is an excellent opportunity for IT professionals looking to build their career within a multinational environment while gaining exposure to global IT operations, modern workplace technologies, and enterprise support processes.

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Make an Impact

End User Support

• Serve as the first point of contact for users seeking technical assistance via phone, email, ITSM platforms, and other support channels.
• Deliver professional, customer-focused support while ensuring a positive user experience.
• Provide first-level troubleshooting and resolution for IT incidents and service requests.

Incident & Request Management

• Log, categorize, prioritize, and route incidents and service requests accurately within the ITSM system.
• Monitor ticket progress and ensure timely resolution in accordance with established Service Level Agreements (SLAs).
• Escalate complex issues to L2 and L3 support teams while maintaining ownership and communication with end users.

Technical Troubleshooting

• Diagnose and resolve common IT issues related to:

  • Windows Operating Systems
  • Microsoft 365 Suite
  • Outlook and Teams
  • VPN and Remote Access
  • Multi-Factor Authentication (MFA)
  • Printers and Peripheral Devices
  • Basic Network Connectivity
  • Enterprise Applications

Knowledge Management

• Maintain accurate ticket documentation and update knowledge articles where appropriate.
• Contribute to continuous improvement of support processes and service delivery standards.

IT Compliance & Security

• Follow IT security policies, access control procedures, and data protection requirements.
• Support identity and access management activities in accordance with corporate standards.

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What We're Looking For

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 1-3 years of experience in IT Service Desk, Helpdesk, Desktop Support, NOC, Technical Support, or Customer Support environments.
• Solid troubleshooting skills with strong technical foundations in Microsoft technologies and end-user computing.
• Experience supporting Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, and desktop environments.
• Familiarity with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management, or similar ticketing systems.
• Knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, remote support tools, and ITIL processes is an advantage.
• Strong verbal and written communication skills in English.
• Service-oriented mindset with a passion for helping users and solving technical issues.
• Ability to work effectively in a fast-paced, shift-based support environment.
• Strong attention to detail, problem-solving ability, and willingness to learn.