Kerja Sepenuh Masa Technical support (ITIL certified), Gaji tinggi MYR 6,000 di SOLVE IT Federal Territory - Maukerja

Job Title : 1st Line Support Consultant

Join our global team for a career filled with opportunities to solve challenges both small and large,

local and global, simple and complex.

About Us

Wilhelmsen is a global maritime industry group founded in 1861. We have the biggest maritime

network in the world, with a presence in over 540 offices globally. Our mission is to shape the

maritime industry by delivering innovation, sustainability and unparalleled customer experiences

to enable global trade and a more sustainable future. We serve over half of the worldwide

merchant fleet with products and services, and supply crew and technical management for some

of the most complex vessels in the world.

Global Business Services (GBS) is an in-house service provider specializing in HR, Finance and

Technology for Wilhelmsen - providing high quality, scalable, reliable solutions that drive

efficiency, enhance customer experience and cost-efficient business support services

Who We Are Looking For

We are seeking a customer-focused and proactive 1st Line Support Consultant to provide first-

level Service Desk support to Wilhelmsen’s global user community. In this role, you will take

ownership of incidents and service requests from initial contact through to resolution or

appropriate escalation, ensuring timely, effective, and professional support. As part of a global

support team, you will deliver a consistent user experience across different regions and shifts

while collaborating closely with internal resolver groups to maintain high service standards and

customer satisfaction.

Who you will report to

This role reports directly to the Global Service Desk Manager and operates within a global shared

support environment. The successful candidate will work collaboratively with a broad range of

stakeholders, including 2nd and 3rd line support teams such as Infrastructure, Cybersecurity,

Workplace Technology, Application Owners, and other GBS Technology functions, to deliver

effective and seamless IT support services. Classified as Internal - This content is proprietary information intended for employees and partners only.

What you will work on

Main Responsibilities

• Provide first-line IT support and request fulfilment through ServiceNow across Microsoft

365, Entra ID, endpoint, connectivity, and security-related services.

• Own and manage incidents and service requests from initial contact through to resolution

or effective escalation, ensuring SLA compliance.

• Deliver clear, timely, and professional communication to users throughout the entire ticket

lifecycle.

• Support continuous improvement by maintaining knowledge articles, completing

structured shift handovers, and contributing to a 24/7 global support operation.

Accountability

• Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with

service targets and operational standards.

• Ensure seamless handovers to resolver groups and between shifts, with clear ownership,

status updates, and next actions documented.

• Maintain high standards of customer communication and service delivery throughout the

ticket lifecycle.

• Adhere to GBS Tech policies, security procedures, and ServiceNow standards while

maintaining required certifications and knowledge documentation.

Qualifications you have for this role

Mandatory requirements

Competency

• Customer-centricity and empathy, including when delivering unwelcome news to a

frustrated user.

• Ownership and follow-through — drives tickets to resolution or clean handover, not just

personal shift end.

• Adaptability — comfortable working rotating/flexible shifts as part of a follow-the-sun

coverage model. Classified as Internal - This content is proprietary information intended for employees and partners only.

Technical Skills

• Minimum 2 years in a technical Service Desk, Desktop Support, or IT Helpdesk role, with

hands-on responsibility for diagnosing and resolving technical issues — not solely

logging, routing, or customer-facing call-handling without technical resolution ownership.

• Demonstrable hands-on experience across one or more of the following skill domains:

Microsoft 365, Entra ID (Azure AD), endpoint support (Windows 10/11, macOS, Intune),

identity & access, VPN & connectivity, or networking fundamentals.

• Experience with an ITSM platform, ServiceNow strongly preferred.
• ITIL 4 Foundation.

Non-Technical Skills

• Strong written and spoken English, with the ability to communicate technical information

clearly to non-technical users.

Preferred Requirements

Competency

• Calm under pressure; resilience when handling sustained high-volume or escalated ticket

load.

• Cross-cultural awareness — comfortable supporting users across regions, cultures and

working norms.

Technical Skills

• Microsoft 365 Fundamentals (MS-900) or Microsoft 365 Endpoint Administrator (MD-

102).

• CompTIA A+ or equivalent endpoint support certification.

Non-Technical Skills

• Fluency in additional languages, particularly those aligned to regional user populations.

For applying send cv at ************* or whatspp at +*************

Pay: RM5,000.00 - RM6,000.00 per month

Work Location: In person