Global Service Desk

Job Title: Global Service Desk
Contract Type: Permanent
Location: Kuala Lumpur
Reference: GBS00005V
Contact Name: Jacqueline Francisca Alphonso
Contact Email: JacquelineFrancisca.Alphonso@jacobs.com
Job Published: March 26, 2021 17:20

Job Description

Your Impact:

At Jacobs, we push the limits of what’s possible to make the world smarter, more connected and more sustainable. You will play an integral part together with Subject Matter Experts in the IT Team here in Malaysia. We are seeking to hire an energized Global Service Desk Level 1 with excellent technical capability and software skills, who enjoys working collaboratively in multi-professional team, taking ownership to achieve outstanding results.

Bring your curiosity, talent for multi-tasking, and extreme attention to detail, and we’ll help you grow, pursue and fulfill what drives you – so we can make big impacts on the world, together.

The Global Service Desk will be the ‘first line’ contact for all end user (customer) IT Requests and Incidents. An ambitious, enthusiastic, commended for outstanding interpersonal abilities, seeking a challenging position that utilizes strengths-being an effective communicator, excellent organizer, strong team player, a motivator to others, focused on quality, detail orientated, customer satisfaction, productivity, the bottom line and solid measurable results. A dependable individual, with engaging personality, able to build trusting and durable stakeholder relationships.

  • Receiving, logging and managing queries/issues from end users – Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4)
  • Identify and raise alarm for high priority incidents (P1 P2) to IM team.
  • Provide remote end-user support with accurate incident resolution and service request management within established SLA, ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL guidelines and with the stipulated timeframes

Here’s What You’ll Need:

An insightful, savvy, forward-thinking and detail-oriented IT professional, with notable success in service desk analysis, support and effortlessly excels at solving technical issues .

  • With a bachelor’s degree and relevant experience for the said role
  • Sound knowledge of ITIL Framework.
  • Hands-on knowledge on AD, Exchange Management Console, Citrix, MS Office, Office 365, Remote desktop tool, ServiceNow and ITSM tools

Software skills; Microsoft Outlook, Avecto Defendpoint, SharePoint, Cisco AnyConnect/MobilePass, Microsoft Office Skype for Business, MS Team, Dell Laptops and Desktops, Blue Beam Revu, Microsoft2016, Software Center/SCCM (Microsoft), MDE (McAfee Desktop Encryption), Shared Folder, Microsoft Project, Cisco Jabber, Shared Mailbox (Outlook), Adobe Acrobat Pro DC, Microsoft Visio, Printer/Copier/MFP, CH2M REGMAN, Intranet Application, Account Service, Windows 10, Hardware Service, Microsoft Exchange Server, Internet Explorer, ServiceNow, Desk/Office/Soft Phone Set & Network Services

Jacobs. A world where you can

From our inclusive employee networks, to our positive mental health champions – we’re committed to driving a culture of caring where you can be you. Joining Jacobs not only connects you locally but globally – and together, our diverse perspectives and unique backgrounds power our collective strength. We collaborate and share! By supporting one another, we all succeed.

With safety and flexibility always top of mind, we’ve gone beyond traditional ways of working so you have the support, means and space to maximize your potential. You’ll uncover flexible working arrangements, benefits and opportunities to do good too – from participating in our global giving and volunteering program, to exploring new and inventive ways to help our clients make the world a better place. No matter what drives you, you’ll discover how you can cultivate, nurture and achieve your goals – all at a single global company.

Please note:  If you are being represented by a recruitment agency you will not be considered, to be considered you will need to apply directly to Jacobs.


At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. With $13 billion in revenue and a talent force of more than 55,000, Jacobs provides a full spectrum of professional services including consulting, technical, scientific and project delivery for the government and private sector.

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