Job Title :
Senior Service Desk Engineer ( on site position)
Department :
Information Technology
Location :
Federal Territory of Kuala Lumpur, Malaysia
Reports to :
Service Desk Team Lead
Work Duration :
One Year Renewable Contract
Vacancies : Three
Salary : N
egociable
Job Summary
We are seeking three highly skilled and experienced Senior Service Desk Engineers to join our dynamic IT support team. The ideal candidate will possess deep technical expertise, exceptional problem-solving abilities, and a strong commitment to delivering outstanding customer service. In this role, you will handle complex technical issues, mentor junior engineers, and contribute to the continuous improvement of our support processes and knowledge base.
Key Responsibilities
- Provide advanced technical support for hardware, software, network, and application-related incidents and service requests.
- Handle a daily ticket volume of ≥30
while maintaining high-quality resolutions and adherence to SLAs.
Achieve a First Contact Resolution (FCR) rate of ≥40%by resolving issues effectively during the initial interaction.
Demonstrate mastery of business routing rules, major incident criteria, and escalation proceduresto ensure efficient ticket handling and communication.
Create, review, and maintain Knowledge Base (KB) articlesto empower users and improve team efficiency.
Serve as an escalation point for junior engineers, providing guidance and resolving complex technical challenges.Participate in major incident management activities, including communication and coordination with other IT teams.Identify trends in incidents and propose proactive solutions to reduce recurring issues.Collaborate with other IT teams to improve service delivery and user experience.Contribute to team training and development initiatives.Qualifications and Experience
Minimum of 3 years of experiencein a service desk or technical support role, with proven expertise in handling complex issues.
In-depth knowledge of :Windows / MacOS environments.Microsoft 365 Suite (Outlook, Teams, SharePoint).Active Directory and Azure AD.Network fundamentals (TCP / IP, DNS, VPN).Highly familiar with business routing rules, major incident management processes, and escalation procedures.Proficient in using KB solutions and experienced in creating detailed technical documentation.Strong analytical and problem-solving skills with a customer-centric approach.Excellent verbal and written communication skills.ITIL Foundation certification or practical knowledge of ITIL processes is preferred.Performance Metrics
Daily Ticket Volume : ≥30.First Contact Resolution (FCR) Rate : ≥40%.Customer Satisfaction (CSAT) Score.Adherence to SLAs.Knowledge Base Contribution (e.g., number of articles created / updated).What We Offer
Competitive salary and benefits package.Opportunities for professional growth and certification.A collaborative and innovative work environment.Access to cutting-edge technologies and tools.