Service Desk Coordinator

Highpoint Service Network Sdn Bhd is a Malaysian information and communication technology (ICT) service provider established in 1999 and headquartered in Subang Jaya, Selangor. The company specializes in providing comprehensive technical support, repair, and maintenance services for a wide range of IT and electronic products, including computers, notebooks, servers, printers, networking equipment, and related peripherals. Over the years, Highpoint has positioned itself as a reliable outsourced service partner for both corporate and individual clients across Malaysia.

Work Location:

• 1 position on Service Desk Coordinator based at Highpoint Service Network (Subang Jaya)

Job Responsibilities:

• Manage, prioritise, and assign service tickets to onsite engineers.
• Monitor ticket progress and ensure completion within the agreed SLA.
• Coordinate between onsite engineers, customers, and the customer’s IT team.
• Verify service reports and maintain accurate ticket records.
• Prepare daily ticket updates and monthly SLA reports.
• Provide basic technical support and identify recurring issues.
• Perform other service coordination duties as assigned.
• Follow up on tickets approaching the SLA deadline.
• Escalate SLA risks, critical incidents, and unresolved issues to the relevant team or vendor.
• Keep customers and stakeholders updated on service delays and action plans.
• Record and monitor all escalations until resolution.
• Prepare incident summaries for major or recurring issues when required.

Job Requirements:

1. Minimum Diploma or equivalent qualification, preferably in IT or a related field.
2. At least 1–2 years of experience in service desk, helpdesk, ticketing, IT support, or service coordination.
3. Basic knowledge of computer hardware, Windows, printers, peripherals, and networking.
4. Will be advantage if experience in supporting banking systems or working in a bank environment
5. Familiarity with ticketing systems, incident management, and SLA monitoring.
6. Proficient in Microsoft Excel and report preparation.
7. Able to provide basic technical support and guidance to onsite engineers.
8. Able to manage multiple tickets and priorities independently.
9. Willing to provide support outside normal working hours when required.

Skills Required:

• Strong communication and coordination skills.
• Customer-focused and professional when handling users and stakeholders.
• Able to work independently and as part of a team.
• Able to manage conflicts and communicate service delays professionally.
• Willing to learn and continuously improve technical knowledge.

Benefits:

• Performance Bonus (Will be paid Quarter 1 every year)
• 14 Days of Annual Leave
• Yearly Salary Increment
• Got Tranining (Inhouse or External)
• Teambuiling