Job Description

IT Helpdesk & End-User Support

• Provide first-level technical support for desktops, laptops, mobile devices, and peripheral equipment. 
• Troubleshoot hardware, software, operating system, and Microsoft 365-related issues. 
• Support incident, service request, and inquiry management through ticketing systems such as ServiceNow. 
• Escalate unresolved issues to second-level support teams with complete and accurate documentation. 
• Ensure timely resolution of IT-related issues to minimize business disruption.
  

User Onboarding & Offboarding

• Prepare and configure IT equipment for new employees, including PCs, laptops, mobile devices, and user accounts. 
• Support employee onboarding and offboarding processes, including equipment collection and reconfiguration. 
• Coordinate with regional IT teams to ensure compliance with corporate IT standards.
  

IT Infrastructure & Equipment Support

• Provide basic troubleshooting and support for: 
• Multi-Function Printers (MFP) 
• PBX and telephony systems 
• Meeting room technology and AV equipment 
• Network connectivity (LAN/Wi-Fi) 
• Coordinate with vendors for equipment maintenance, repairs, and issue resolution. 
• Assist with equipment replacement, disposal, upgrades, and lifecycle management.
  

IT Asset & Procurement Management

• Maintain accurate records of IT assets, mobile devices, SIM cards, licenses, and related inventories. 
• Support procurement, renewal, and contract management of IT equipment and services. 
• Monitor asset allocation and ensure compliance with company policies.
  

Knowledge Management & User Training

• Deliver IT orientation programs for new employees. 
• Conduct basic training sessions on corporate systems and technologies. 
• Maintain and update IT knowledge base articles and user guides. 
• Support regional IT teams in communicating system updates and IT announcements.
  

Meeting Room & Collaboration Technology Support

• Support video conferencing systems, presentation equipment, and collaboration tools. 
• Perform routine checks and maintenance to ensure meeting room readiness. 
• Coordinate with vendors to resolve technical issues affecting meeting facilities.
  

Global & Regional Project Support

• Assist in the execution of global and regional IT initiatives. 
• Coordinate meetings, schedules, and communications between local users and project teams. 
• Support project testing, connectivity validation, system deployment, and user adoption activities. 
• Act as a liaison between local business users and regional/global IT stakeholders.
  

Compliance & Security

• Follow IT governance, security, and operational procedures. 
• Support basic IT security incident reporting and resolution processes. 
• Promote security awareness and best practices among end users. 

Job Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field. 
• Minimum 2–5 years of experience in IT Helpdesk, IT Support, Infrastructure Support, or End User Computing (EUC). 
• Experience supporting enterprise users in a corporate environment is preferred. 
• Experience using ServiceNow or similar ITSM ticketing systems is an advantage. 
• Strong knowledge of: 
• Windows Operating Systems 
• Microsoft 365 
• Desktop and laptop troubleshooting 
• Mobile device support 
• LAN/Wi-Fi troubleshooting 
• IT hardware and peripherals 
• Familiarity with: 
• Active Directory 
• Meeting room AV systems 
• Multi-Function Printers (MFP) 
• PBX systems 
• IT asset management processes 
• Understanding of IT service management (ITIL concepts is an advantage). 
• Strong troubleshooting and problem-solving abilities. 
• Excellent customer service and communication skills. 
• Ability to work independently and manage multiple priorities. 
• Strong coordination and stakeholder management skills. 
• Good documentation and reporting capabilities. 
• Willingness to learn new technologies and adapt to changing business needs. 
• ITIL Foundation Certification. 
• Microsoft Certifications. 
• CompTIA A+, Network+, or equivalent certifications. 
• Experience supporting regional or multinational environments.
• Contract Term: 1-year renewable contract (renewed annually)
• Working Schedule: 5 days per week, 8 hours per day
• Proficient in Mandarin and Bahasa Malaysia 

Skills