Key Responsibilities

Incident and Request Management

Log, categorize, and prioritize tickets in Jira Service Management
Diagnose and resolve standard L1 incidents using KBs and troubleshooting guides
Fulfill service requests such as access provisioning and software installation
Assign correct priority (P1–P4) based on impact and urgency
Escalate issues to L2/L3 teams following defined functional and hierarchical paths

User Communication

Ticket Quality and Documentation

Knowledge Base Utilization

Queue and Operations Management

Shift Operations (if applicable)

Compliance and Process Adherence

Requirements

Education

Experience

0–4 years of experience in IT support or service desk (fresh graduates may be considered)

Technical Skills

Working knowledge of Windows OS and common enterprise applications
Basic understanding of networking (TCP/IP, DNS, VPN, Wi-Fi)
Familiarity with Microsoft 365 or equivalent tools
Exposure to ticketing systems (e.g., Jira Service Management, ServiceNow) is an advantage

Core Competencies

Pay: RM2,300.00 - RM3,000.00 per month

Work Location: In person

Jawatan Kosong Mcsb Group di Bukit Mertajam - November 2026

IT Service Desk Support