IT Service Desk

About The Role

> Two95 International Inc. · Kuala Lumpur, Malaysia · Contract · Posted 2026-05-13

**Salary:** unknown currency 55,000–58,000

**Workplace:** on_site

**Department:** Information Technology

Description

_· Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions._

_· P__rovide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate._

_· Provide information to end users regarding the status of their incidents or requests._

_· Troubleshoot PC hardware and software problems; perform software installations and upgrades._

_· Provide first line support for Internet browser issues, printer issues, applications and basic network issues._

_· Research, resolve, and respond to questions received in accordance with set policies and procedures._

_· Continuously develop communication skills and problem-solving techniques; create more efficient support methods._

_· Assist in the population and maintenance of the knowledgebase__._

_· Attempt proactive resolution of end user and IT support issues to maintain a high level of visibility within the end user community._

_· Participate in team projects that enhance quality of service and promote technical and career growth._

_· Coordinate incident resolution and service request completion with various workgroups._

_· Identify trends in support issues when possible and create problem tickets._

_· Communicate with end users to gain agreement on resolution and close tickets accordingly._

· Provide Level 1 IT support services with a focus on resolving incidents and service requests at first contact whenever possible.

· Escalate unresolved issues to Level 2 or Level 3 resolver groups in accordance with the defined support and escalation matrix.

· Handle standard service request fulfillment and deliver dedicated Executive Support Services for users in the offices of the Chairman, President, Executive Vice Presidents (EVPs), and Vice Presidents (VPs).

_**Recommended Qualifications**_

_The ideal candidate will have a four-year technical degree or equivalent work experience and will possess the following skills and abilities:_

_· Excellent communication skills including active listening skills and ability to convey empathy._

_· Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively._

_· Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed._

_· Time management skills including setting appropriate expectations with end users for resolution._

_· Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision._

_· Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently._

_· Multi-tasking abilities while focusing on effective prioritization of work._

_The ideal candidate will have knowledge in and familiarity with the following operating systems, software applications, browsers, and technologies:_

_· Microsoft Windows 10 / 11_

_· Office 365 applications including Teams, OneDrive, Outlook, and OneNote_

_· Microsoft Internet Explorer and Edge, Google Chrome, and Safari_

_· Adobe Acrobat, Foxit Reader, or other PDF applications_

_· ServiceNow_

_· iOS/Android devices_

_· System Center Configuration Manager (SCCM)_

_Technical certifications in support of the above technologies are a plus._