L1 Service Desk Support

1 week ago

Kuala Lumpur, Malaysia ASW Full time

**The Opportunity**
An exciting Service Desk role has become available at one of Australia's most respected global insurance companies. Our client is growing their team of Deskside Support Technicians.

You are part of a team responsible for administering and supporting multiple & single domain environments with large numbers of end-users. One of the main objectives is to work independently using roles & features in a Microsoft environment such as mailbox management in Exchange, Office 365 & user management in the active directory. You will report to the Service Desk Manager and work closely with other team members.
- **Location**: The Gardens North Tower (next to Mid Valley).
- **Working hours**: 24/7 rotating shift including weekends.
- **Arrangement**: Onsite for the first month. Thereafter, hybrid.

**Key Responsibilities**
- Resolve as many user-reported problems as expertise permits using available tools and strictly following procedures and policies for the handling of support cases.
- Courteously obtain and convey concise problem information for external and internal service personnel.
- Provide accurate and timely logging of incidents and resolution in ITSM (HEAT)
- Escalate problems as appropriate following Service Desk procedures.
- Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
- Maintain communications with customers during the problem resolution process.
- Responsible using an elevated administrative access on any of the IT System.

**Skills, Experience & Qualifications**
- Good standing attendance record, no written warning, and/or has not been enrolled in a Performance Improvement Plan for at least 1 year.
- Must be a graduate of Information Technology / Computer Science / similar course.
- Excellent communication in English: verbal and written.
- Excellent analytical skills and structured approach to problem solving.
- Willing to work in a 24/7 shifting schedule including weekends and holidays
- Active Directory and Azure AD
- Microsoft 365 Admin Center / Microsoft Entra
- Exchange Online and On-premises
- SharePoint Online
- Microsoft Teams
- Citrix
- MS Windows 10 / 11
- Internet browsers
- File backup and restoration
- VPN (ZScaler)

**ASW Offers**
- We are experts in international partnerships. This means that you will be a trusted member of the ASW family, and get access to our excellent benefits, plus you also get to work directly with one of our clients.
- In our unique English-speaking environment, you can practice and enhance your English with peers and international client teams based in Australia, UK, US or NZ.
- Get global access to Learning and development programs.
- Great work-life balance.
- Competitive remuneration.
- Excellent medical benefits.
- Great Paid Leave entitlements.
- Company parties/events, future travel opportunities, and other exciting activities.
- Ongoing career opportunities.

Pay: RM3,800.00 - RM5,200.00 per month

Schedule:

- Rotational shift

Application Question(s):

- Can you work in The Gardens North Tower office on a 24/7 shift?
- How much is your expected salary?
- How long is your notice period?

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- IT Service Desk: 2 years (required)

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