Service Desk L1

NTT
Cyberjaya
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Customer service","Problem-solving","Ability to work in a structured environment"]

Provide first-level IT support to users via phone, email, chat, walk-in, or tickets. Log and manage incidents and service requests in an ITSM tool, troubleshoot common issues across hardware, software, Microsoft 365, email, VPN, printers, networks, and business applications. Handle password resets and access requests, resolve within SLA or escalate, and keep users updated while following SOPs, security guidelines, and knowledge base articles.

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FursaFursa
NTT
NTT
1 month ago

Service Desk L1

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live

Job Summary

Provide first-level IT support to users via phone, email, chat, walk-in, or tickets. Log and manage incidents and service requests in an ITSM tool, troubleshoot common issues across hardware, software, Microsoft 365, email, VPN, printers, networks, and business applications. Handle password resets and access requests, resolve within SLA or escalate, and keep users updated while following SOPs, security guidelines, and knowledge base articles.
Location: Cyberjaya
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide first-level IT support through phone, email, chat, walk-in, or ticketing channels.
  • •Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.
  • •Troubleshoot issues related to hardware, software, Microsoft 365, email, VPN, printers, networks, and business applications.
  • •Support user account activities such as password resets, access requests, and basic account administration.
  • •Resolve tickets within agreed SLA or escalate to the appropriate technical team; keep users informed throughout the ticket lifecycle.

Key Requirements

  • •2+ years of experience in IT support, helpdesk, or service desk operations.
  • •Basic knowledge of Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common workplace technologies.
  • •Strong communication, customer service, and problem-solving skills.
  • •Experience with ticketing tools such as ServiceNow is an advantage.
  • •ITIL Foundation, CompTIA A+, or Microsoft certification is an advantage.
Experience:2+ yearsIT supportHelpdeskService desk
Skills:CommunicationCustomer serviceProblem-solvingAbility to work in a structured environment
Certifications:ITIL FoundationCompTIA A+Microsoft certification
Tech Stack:WindowsMicrosoft 365OutlookTeamsVPNPrintersNetworksServiceNowITSMEmailHardwareSoftware

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn