# IT Service Desk

> 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._

## Apply

[Apply at Two95 International Inc.](https://apply.workable.com/two95-international-inc-3/j/A3BD4FC8D9/apply)

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