IT Service Desk Support

Key Responsibilities

Incident and Request Management

• Log, categorize, and prioritize tickets in Jira Service Management
• Diagnose and resolve standard L1 incidents using KBs and troubleshooting guides
• Fulfill service requests such as access provisioning and software installation
• Assign correct priority (P1–P4) based on impact and urgency
• Escalate issues to L2/L3 teams following defined functional and hierarchical paths

User Communication

• Provide clear and professional support via phone, email, or chat
• Acknowledge and update tickets within SLA timelines
• Manage user expectations, especially for high-priority incidents

Ticket Quality and Documentation

• Maintain accurate, complete, and auditable ticket records
• Document troubleshooting steps, root cause (if known), and resolution
• Ensure proper categorization and closure of tickets

Knowledge Base Utilization

• Use KB articles to ensure consistent and efficient resolution
• Identify gaps or outdated content and recommend improvements

Queue and Operations Management

• Monitor ticket queues and prioritize workload based on SLA and business impact
• Identify risks of SLA breach and take proactive action
• Support major incident coordination with timely updates

Shift Operations (if applicable)

• Perform shift start checks (tools, dashboards, ticket backlog)
• Execute proper shift handovers with clear status updates
• Maintain service continuity across 24/7 operations

Compliance and Process Adherence

• Follow ITIL-aligned processes for incident and request management
• Adhere to security, access control, and data protection policies
• Ensure all activities are properly logged and auditable

---

Requirements

Education

• Diploma or Degree in Information Technology, Computer Science, or related field

Experience

• 0–4 years of experience in IT support or service desk (fresh graduates may be considered)

Technical Skills

• Working knowledge of Windows OS and common enterprise applications
• Basic understanding of networking (TCP/IP, DNS, VPN, Wi-Fi)
• Familiarity with Microsoft 365 or equivalent tools
• Exposure to ticketing systems (e.g., Jira Service Management, ServiceNow) is an advantage

Core Competencies

• Strong communication and customer service skills
• Ability to follow structured processes and SOPs
• Problem-solving and analytical thinking
• Time management and ability to handle multiple tickets
• Attention to detail in documentation
• Ability to work in a shift-based environment
• MUST able to shift work Morning and Night in 12 hours

Location

• Bukit Minyak, Penang