Job Description

Job Description

Join a market leader in injury and claims management — supporting 2.2M+ workers, 300,000+ employers, and over $100B in claims payments across Australia, backed by 110+ years of industry experience and community impact.

The Opportunity

Enable efficient claims and recovery support at a top-performing organisation serving millions nationwide — while strengthening workflows, accuracy, and service quality.

Why join us?

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with LinkedIn Learning and tailored training
• Flexible work setup

Staff Testimonial

“It’s incredibly rewarding to know our work helps millions of workers recover and return to life, supported by a team that genuinely cares ”- Senior Developer, ASW Malaysia.

What You’ll Do

• Provide end-to-end Level 1 support, handling both ticket logging and direct resolution (not limited to dispatching).
• Manage approximately 300–400 tickets per month received via phone, email, chat, and self-service portal, including handling an average of 5–6 inbound calls per day.
• Troubleshoot and resolve primarily software-related issues (around 80%), especially within Microsoft 365 (e.g., Outlook, access issues) and Citrix environments.
• Perform user account management tasks in Active Directory and Azure AD, including account provisioning, password resets, email setup, access assignment, and account maintenance.
• Identify hardware-related issues (around 20%) and escalate to onsite support when necessary.
• Follow ITIL-aligned processes to manage the full incident lifecycle, ensure SLA compliance, maintain accurate ticket documentation, and refer to problem records for recurring issues.
• Escalate complex cases to Level 2 or relevant technical teams when outside of Level 1 scope.
• Meet defined KPIs including SLA adherence, resolution targets, and quality metrics under a structured monthly scorecard system.
• Work within a 24/7 monthly rotating shift model (and comply with onsite/hybrid requirements based on performance.

Key Criteria

• Minimum 3–4 years of experience in Service Desk / IT Support, handling real ticket volumes in a structured support environment (not entry-level or purely dispatch roles).
• Proven experience providing end-to-end Level 1 support, including logging, troubleshooting, and resolving incidents directly rather than only routing tickets.
• Strong understanding of IT Service Management (ITSM) principles, including:
  • Full incident lifecycle management
  • SLA tracking and compliance
  • Differentiation between incident and problem records
  • Structured ticket documentation and escalation processes
  • ITIL knowledge is required in practice (ITIL certification strongly preferred)
• Hands-on experience supporting Microsoft 365 environments, including troubleshooting Outlook, application access issues, and general M365-related incidents.
• Practical experience with Active Directory and Azure Active Directory, including:
  • User account provisioning
  • Password resets and account unlocks
  • Email setup and access configuration
  • User access management tasks
• Exposure to and ability to troubleshoot within a Citrix environment, as Citrix-related incidents are among the most recurring issue types.

Work setup

• Kuala Lumpur (Mid Valley City): Australian hours (6 am–3 pm MYT). On your first month, will be full-time in the office, after that will be 3 days/week in the office. Willing and able to work in a 24/7 rotating shift model (Moon/Noon/Night Shift monthly rotation)

#LI-NL

Job Requirements