Desktop Support/Service desk/IT Help desk

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Avensys Consulting Full time 40,000 - 60,000 per year

Avensys is a reputed global IT professional services company headquartered in Singapore. Our services include enterprise solution consulting, business intelligence, business process automation, and managed services. Given our decade of success, we have become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

Job Title:
IT Help Desk / Service Desk Support

Location:
Malaysia

Main Responsibilities

  • Manage customer inquiries and requests through multiple channels including phone, email, and self-service portals.
  • Gather detailed information on reported issues, escalate to the appropriate business or technical units, and document all interactions accurately.
  • Ensure service delivery meets contractual
    Service Level Agreements (SLAs)
    , proactively monitoring and taking action to prevent potential breaches.
  • Handle customer issues through the online service desk system and ensure timely resolution or escalation.
  • Manage incoming calls and queries efficiently, ensuring seamless customer experiences.
  • Record and maintain complaint details, issue log numbers, and track progress until resolution.
  • Coordinate with internal teams (Technical and Application Support) for issue resolution.
  • Follow up with customers on issue status and provide timely updates.
  • Maintain and regulate use of the Service Desk application.
  • Support weekend and shift operations as scheduled to ensure consistent service levels.
  • Uphold a
    customer-first mindset
    by delivering professional, empathetic, and solution-driven support.

Academic Qualifications

  • Diploma or Bachelor's Degree in
    Information Technology, Computer Science
    , or any related discipline.

Skills

  • Basic understanding of
    computer hardware and software
    fundamentals.
  • Ability to follow
    standard operating procedures
    and escalate issues appropriately.
  • Strong
    customer service orientation
    , eagerness to learn, and teamwork skills.
  • Familiarity with
    ticketing systems
    (e.g., ServiceNow, Jira, Remedy) is an advantage.
  • Good communication and problem-solving skills.

Working Experience

  • 0–1 year of experience in
    IT Support
    ,
    Help Desk
    , or
    Customer Service
    roles.
  • Internship or practical training experience in a service desk or technical support environment will be an added advantage.

Others

  • Willing to work
    Sunday to Thursday
    , and on
    shift basis
    if required.
  • Able to work under minimal supervision with a proactive and professional approach.

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to Arti
@aven-
. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Arti Choudhary

Avensys Consulting Pte Ltd

EA Licence 12C5759

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