Responsibilities We are seeking an IT Service Desk Engineer to provide Level 1.5 IT helpdesk support and ensure seamless IT services for end-users. This role involves troubleshooting technical issues, logging and tracking incidents, escalating complex cases, and maintaining IT service quality in line with SLAs and KPIs. Responsibilities Serve as the primary contact point for IT helpdesk services, delivering support via phone, email, live chat, and ticketing systems to end users. Log all IT requests and incidents in the ticketing system to ensure accurate documentation. Perform initial assessments, troubleshooting, and escalate issues to 2nd-level support when required. Provide detailed problem descriptions and follow up on escalated cases to ensure timely resolution. Monitor open incidents, keep users updated, and ensure compliance with SLAs. Install and configure operating systems, standard applications, and hardware drivers. Provide Level 1 remote or on-site application support for end-users. Assist with security and vulnerability patching using SCCM or manual updates. Maintain IT asset inventory and update records in ServiceNow (SNOW). Support mobile device configuration (Mobile-Net, OKTA) and monitor alerts. Qualifications Requirements: Bachelor&aposs degree in Information Technology, Computer Science, or a related field. Minimum 2 years of experience in an IT helpdesk or end-user support role. Hands-on experience with ticketing systems (e.g., ServiceNow). Strong knowledge of Windows operating systems, Microsoft 365, and basic networking. Familiarity with SCCM, Active Directory, and user account management. Ability to install/configure hardware, software, and troubleshoot applications. Strong problem-solving and analytical skills. Excellent communication and customer service skills. Ability to work under pressure and handle multiple incidents simultaneously. Experience in financial or insurance industry environments is an advantage IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator is an advantage Beyondsoft (Malaysia) Sdn. Bhd. is committed to being an equal opportunity employer and provides equal employment opportunities to all employees and applicants. We strive to cultivate a workplace that celebrates diversity and inclusion, where individuals of all backgrounds-regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, or any other distinguishing trait-can succeed and thrive. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, national origin, disability status, genetics, sexual orientation, gender identity, or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the entire employee lifecycle. We are focused on creating an environment where everyone can reach their full potential. Employment offers from Beyondsoft (Malaysia) Sdn. Bhd. are contingent upon the successful completion of any required pre-employment processes, in line with applicable laws and regulations. Beyondsoft (Malaysia) Sdn. Bhd. does not ask for any recruitment fees, nor does it request any unauthorized payments from candidates as part of the hiring process. Show more Show less