- Location
- Kuala Lumpur - Level 18, 1 Sentral, Malaysia
- Department
- Customer Service
- Experience
- 2+ years
- Education
- Master
- Source
- Workday
Description
Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.
About Us
Wilhelmsen is a global maritime industry group founded in 1861. We have the biggest maritime network in the world, with a presence in over 540 offices globally. Our mission is to shape the maritime industry by delivering innovation, sustainability and unparalleled customer experiences to enable global trade and a more sustainable future. We serve over half of the worldwide merchant fleet with products and services, and supply crew and technical management for some of the most complex vessels in the world.
Global Business Services (GBS) is an in-house service provider specializing in HR, Finance and Technology for Wilhelmsen - providing high quality, scalable, reliable solutions that drive efficiency, enhance customer experience and cost-efficient business support services
Job title
1st Line Support Consultant
Who We Are Looking For
We are seeking a customer-focused and proactive 1st Line Support Consultant to provide first-level Service Desk support to Wilhelmsen’s global user community. In this role, you will take ownership of incidents and service requests from initial contact through to resolution or appropriate escalation, ensuring timely, effective, and professional support. As part of a global support team, you will deliver a consistent user experience across different regions and shifts while collaborating closely with internal resolver groups to maintain high service standards and customer satisfaction.
Who you will report to
This role reports directly to the Global Service Desk Manager and operates within a global shared support environment. The successful candidate will work collaboratively with a broad range of stakeholders, including 2nd and 3rd line support teams such as Infrastructure, Cybersecurity, Workplace Technology, Application Owners, and other GBS Technology functions, to deliver effective and seamless IT support services.
What you will work on
Main Responsibilities
- Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services.
- Own and manage incidents and service requests from initial contact through to resolution or effective escalation, ensuring SLA compliance.
- Deliver clear, timely, and professional communication to users throughout the entire ticket lifecycle.
- Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accountabilities
- Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
- Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
- Maintain high standards of customer communication and service delivery throughout the ticket lifecycle.
- Adhere to GBS Tech policies, security procedures, and ServiceNow standards while maintaining required certifications and knowledge documentation.
Qualifications you have for this role
Mandatory requirements
Competency
- Customer-centricity and empathy, including when delivering unwelcome news to a frustrated user.
- Ownership and follow-through — drives tickets to resolution or clean handover, not just personal shift end.
- Adaptability — comfortable working rotating/flexible shifts as part of a follow-the-sun coverage model.
Technical Skills
- Minimum 2 years in a technical Service Desk, Desktop Support, or IT Helpdesk role, with hands-on responsibility for diagnosing and resolving technical issues — not solely logging, routing, or customer-facing call-handling without technical resolution ownership.
- Demonstrable hands-on experience across one or more of the following skill domains: Microsoft 365, Entra ID (Azure AD), endpoint support (Windows 10/11, macOS, Intune), identity & access, VPN & connectivity, or networking fundamentals.
- Experience with an ITSM platform, ServiceNow strongly preferred.
- ITIL 4 Foundation.
Non-Technical Skills
- Strong written and spoken English, with the ability to communicate technical information clearly to non-technical users.
Preferred Requirements
Competency
- Calm under pressure; resilience when handling sustained high-volume or escalated ticket load.
- Cross-cultural awareness — comfortable supporting users across regions, cultures and working norms.
Technical Skills
- Microsoft 365 Fundamentals (MS-900) or Microsoft 365 Endpoint Administrator (MD-102).
- CompTIA A+ or equivalent endpoint support certification.
Non-Technical Skills
- Fluency in additional languages, particularly those aligned to regional user populations.
- Prior experience supporting a geographically distributed user base.
Working location: Wilhelmsen Global Business Services, Level 18, Menara TH 1 Sentral, Kuala Lumpur, Malaysia.
Shift Requirement: This is a shift-based role, operating as part of a 24/7, follow-the-sun coverage model. Candidates must be able and willing to work rotating shifts, including nights, weekends, and public holidays, on a recurring basis. This is not a fixed Monday–Friday, business-hours position.
How to apply
Sounds interesting? If you see yourself fitting into this role, please let us know why the role interest you. Apply online through our career portal at https://www.wilhelmsen.com/careers/ under Current Vacancies by creating a ‘Candidate Home’ account and thereafter upload your resume and expected salary.
Please note that all positions at Wilhelmsen are subject to reference and ID checks. For certain roles, additional background screening may be required.
