Job Description

Title：Service Desk Intermediate Engineer

Department: Information Technology

Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Reports to: Service Desk Team Lead

Vacancies：Three

Duration：One-Year Renewable Contract

Pay Rate: 1000 USD-2000 USD Negotiable 

We are seeking a Service Desk Intermediate Engineer with specific experience in supporting business applications to join our IT support team. The ideal candidate will have practical experience supporting key business functions including marketing, CRM, ERP, and supply chain systems. You will be responsible for providing specialized technical assistance while developing expertise in business process support.

Key Responsibilities

• Provide technical support for business applications including CRM systems (e.g., Salesforce), marketing platforms, ERP systems, and supply chain management tools
• Handle a daily ticket volume of >20 but <30 while maintaining focus on business impact and user productivity
• Achieve a First Contact Resolution (FCR) rate of ≥25% but <40% for business application-related issues
• Demonstrate working knowledge of business process routing rules, special handling procedures for critical business systems, and major incident criteria
• Resolve most business application issues using existing KB content while contributing new solutions
• Collaborate with business application specialists and business analysts to resolve complex issues
• Document and escalate system defects or enhancement requests to appropriate development teams
• Participate in user acceptance testing for business application updates and deployments
• Provide support for business process queries and guidance on system functionality
• Monitor and report on business application performance and user adoption issues

What We Offer

• Specialized training in business applications and processes
• Career growth path towards business application specialization
• Collaborative environment with business teams and IT specialists
• Exposure to enterprise-level business systems and processes

Job Requirements

Qualifications and Experience

• 1 to <3 years of experience in a service desk or technical support role with exposure to business application support
• Required: Experience supporting one or more of the following areas:
• Marketing technologies (e.g., marketing automation platforms, analytics tools)
• CRM systems (Salesforce, Microsoft Dynamics, or similar)
• ERP systems (SAP, Oracle, Microsoft Dynamics)
• Supply chain management systems
• Business process workflows and terminology
• Integration between business applications
• User access management for business systems
• Data validation and basic reporting tools
• Moderately familiar with business-specific routing rules and escalation paths
• Ability to understand and support business-critical processes and applications
• Strong analytical skills with ability to relate technical issues to business impact
• Excellent communication skills with ability to explain technical concepts to business users
• ITIL Foundation certification or understanding of ITIL processes preferred

Performance Metrics

• Daily Ticket Volume: >20 but <30 (business application tickets)
• First Contact Resolution (FCR) Rate: ≥25% but <40%
• Business user satisfaction scores
• Adherence to business-critical SLAs
• Knowledge base contributions for business processes
• Business application issue trend identification

Skills