Service Desk Operator

The Job:

To serve as primary contact for IT support across the Asia region, handling incidents, service requests, and daily operational tasks. This position is essential to maintain business continuity by ensuring timely incident resolution, effective coordination with internal and external support teams, and adherence to defined service levels by delivering consistent support and facilitating effective incident management and escalation, the role supports smooth business operations and overall IT service quality.

Other Responsibilities:

• Provide 1st and 2nd level technical support for employees across Asia region, covering software, hardware (e.g. laptops, PCs, mobile devices and printers) and other business applications
• Support Workplace and Microsoft 365 environments, including Intune-managed devices, iPhones, Microsoft office, Outlook etc.
• Collect relevant information from users and escalate unresolved issues to upper-level Infrastructure/Application Support teams as required
• Troubleshoot basic network issues such as connectivity problems
• Provide support via phone, email, and other approved support channels, following defined procedures and policies
• Log all incidents, service requests, and issues in the Help Desk Call Logging system
• Ensure accurate, complete, and timely documentation for all tickets
• Maintain update and register Knowledge Base (KB) articles to support consistent operations and knowledge sharing across the service desk
• Maintain a high degree of professionalism and customer service in all support interactions.
• Support Change Management activities by reviewing and coordinating Change Requests (CR) when required
• Coordinate smoothly with regional IT teams, Global IT functions and vendors to ensure aligned and efficient support
• Assume initial ownership of incident coordination, investigation, and documentation
• Provide support for training, onboarding, and knowledge transfer activities when required

Job Specifications:

• Knowledge and experience in mobile and endpoint technologies (e.g. Intune-managed services, iPhone and remote access solutions).
• Proficiency in supporting Microsoft 365 applications and services including Offices (Excel, PowerPoint, Word) Teams, Outlook, SharePoint, OneDrive, OneNote.
• Experience in troubleshooting and supporting Windows 10/11 operating systems.
• Working experience of more than 1 year.
• Familiarity with ServiceNow or similar ITSM tools, including ticket lodging and knowledge base use
• Knowledge of email security and quarantine email handling.
• Exposure to Change Management of operational governance processes.
• Understanding of networks, databases, security
• Understanding of system architecture and documentation