Service Desk Support Specialist

Hyva Federal Territory of Kuala Lumpur, Malaysia

About The Role As a

Service Desk Support Specialist

in our

Regional Hub / Shared Services Centre (SSC)

in

Mid Valley City, Kuala Lumpur , you will have the opportunity to play a role in providing first-level technical support to end-users and ensuring the smooth operation of IT services. This role involves troubleshooting hardware and software issues, managing service requests, and escalating complex problems to higher-level support.

Your key responsibilities will include but not limited to :

Investigate incoming IT related incident tickets, 1st level remote support and solve incidents

Fulfil IT related service request, such as create user accounts

Support user via call, chat, email, ticketing tools

Create and update knowledge base articles

In this role you will be collaborating with various stakeholders across the business including our Global functions teams.

Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed. (However, this role will need you to be working based on 24x7 rotating shift)

You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within Service Desk or wider IT functions.

About You To be successful in this role you will have :

2 – 3 years of relevant IT working experience in Service Desk / Technical Support

Basic IT knowledge in Windows OS, Microsoft Office, Android, iOS and common software applications

Possesses troubleshooting, problem-solving and strong analytical skills

Possesses excellent communication and interpersonal skills

Customer service driven, culturally sensitive, has patience, understands the importance of confidentiality and privacy of users

Nice To Have

ITIL certified – v4 foundation would be an asset

Language

Good written and spoken English

A proficiency in Japanese, Korean and / or Thai as well as other Asian languages will be an added advantage, however not mandatory

Qualification / Education SPM / Diploma / Bachelor's Degree in Information Technology / Computer Science, or a related field (or equivalent work experience)

What We Offer

We care about ecology and are truly sustainable. Not only for the environment but also for social resources.

We have a highly dynamic and very international work environment.

We have Great Place to Work certified countries!

We provide a competitive salary which is adjusted on an annual basis in case of good performance.

We work hybrid and care about your work-life balance.

You will find nice extras such as various company activities during the year.

Diversity, Equity & Inclusion (DEI) We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.

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