Our client is a well-established multinational organization within the logistics and supply chain industry, supporting global operations across multiple regions. They are currently expanding their IT support structure and seeking a capable team lead to oversee regional helpdesk operations.
Job Responsibilities: -
Provide Level 1 application support and troubleshooting for logistics systems (e.g: Warehouse Management System, Freight/Forwarding platforms) and ERP solutions.
Manage and prioritize incidents within the ticketing system, ensuring SLA compliance.
Escalate complex cases to Level 2 or relevant technical teams.
Lead and supervise 24-hour weekday helpdesk operation (shift-based structure)
Monitor ticket trends, identify root causes and propose operational improvements
Prepare weekly/ monthly performance and incident reports
Support Microsoft 365 account administration and user management
Coordinate with internal stakeholders, global users and vendors as required
Train and mentor helpdesk team members
Develop SIPs, user guides and knowledge base documentation
Job Requirements:
Bachelor's degree in IT, Computer Science or related field
Minimum 4 years of experience in IT helpdesk / Service Desk/ Application Support
Prior experience in a team lead or supervisory
Exposure to ERP systems (e.g.: SAP, Microsoft Dynamics, or equivalent)
Familiarity with IT service management processes (ITL knowledge preferred)
Strong communication skills in English, Mandarin proficiency is an advantage as need to support China & Taiwan users
Ability to manage multiple priorities in a fast-paced environment
Experience supporting logistics or supply chain systems will be an added advantage
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