- Location
- Cyberjaya, Malaysia
- Type
- Full-time
- Department
- IT
- Seniority
- Lead
- Experience
- 3+ years
- Source
- Workday
Description
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Key Responsibilities:
- Oversee daily service desk activities, including ticket flow, workload distribution, backlog, and SLA performance.
- Assign, prioritize, and monitor incidents and service requests to ensure timely resolution.
- Support and coach team members on technical issues, customer handling, and process adherence.
- Act as the escalation point for complex or high-priority user issues.
- Coordinate with Level 2, Level 3, infrastructure, application, security, and vendor teams for issue resolution.
- Review ticket quality, documentation standards, and compliance with service desk processes.
- Manage shift coverage, handovers, attendance, and daily operational readiness.
- Identify recurring issues and recommend improvements to processes, tools, and knowledge articles.
- Prepare operational updates and performance reports for the Service Desk Manager.
Required Skills and Experience:
- Strong understanding of service desk operations, incident management, request fulfilment, and SLA monitoring.
- Good technical knowledge of desktop support, Microsoft 365, Active Directory, VPN, endpoint devices, and business applications.
- Strong leadership, coaching, communication, and escalation management skills.
- Ability to prioritize work, support team performance, and maintain service quality under pressure.
- Experience with ITSM tools such as ServiceNow is an advantage.
- 3–5 years of experience in IT support or service desk operations, preferably with senior analyst or team lead experience.
- ITIL Foundation certification is preferred.
Workplace type:
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
