IT Service Desk Coordinator

Location: George Town, Penang, Malaysia; hybrid mode

Company

hirify.global operates an IT Service Desk supporting users and business services across the Pacific region.

What you will do

• Coordinate daily Service Desk operations, including ticket triage, workload prioritization, queue monitoring, escalations, and support coverage.
• Manage incidents and service requests from logging through resolution while monitoring aged tickets, overdue actions, and service-level performance.
• Support ITSM practices covering incident, request, problem, change, and knowledge management.
• Review ticket quality, backlog, categorization, prioritization, trends, and escalations; contribute to service reporting and operational reviews.
• Maintain service catalogue items, request workflows, operating procedures, knowledge articles, troubleshooting guides, and ITSM data quality.
• Support major incident coordination, stakeholder communication, root-cause activities, and continuous service improvement.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5–8 years of experience supervising or leading IT Service Desk roles.
• Excellent verbal and written English.
• Strong knowledge of computer hardware, troubleshooting, Windows, Microsoft Office, and Outlook.
• Knowledge of mobile solutions and devices, including Android and iPhone.
• Basic networking knowledge, including switches, patching, IP addresses, and subnets; strong communication skills and the ability to work independently.

Culture & Benefits

• Hybrid work arrangement.
• Focus on professional customer service, clear communication, timely follow-up, and effective escalation handling.
• Opportunity to improve Service Desk maturity, operational visibility, first-contact resolution, and support effectiveness.