This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Deliver first-tier IT assistance and request fulfillment via ServiceNow for Microsoft 365, Entra ID, endpoint, connectivity, and security services.

• Take ownership of incidents and service requests from the initial point of contact until resolution or appropriate escalation, ensuring adherence to SLA.

• Provide clear, timely, and professional updates to users throughout the entire ticket lifecycle.

• Foster continuous improvement by updating knowledge articles, performing structured shift handovers, and contributing to a 24/7 global support framework.

⛳️ Requirements

• At least 2 years of experience in a technical Service Desk, Desktop Support, or IT Helpdesk position.

• Practical experience with Microsoft 365, Entra ID, endpoint support, identity & access management, VPN & connectivity solutions, or basic networking principles.

• ITIL 4 Foundation certification.

• Excellent written and verbal communication skills in English.