1st Line Support Consultant – Remote (Malaysia)

About the role

We are looking for a customer‑focused 1st Line Support Consultant to join Wilhelmsen’s Global Business Services team. Working remotely from Malaysia, you will provide first‑level Service Desk assistance to a worldwide user community, handling incidents and service requests from initial contact through resolution or escalation.

Key responsibilities

• Deliver first‑line IT support and request fulfilment via ServiceNow for Microsoft 365, Entra ID, endpoint, connectivity and security services.
• Own and manage incidents and service requests, ensuring SLA compliance and clear communication throughout the ticket lifecycle.
• Perform accurate diagnosis, categorisation and prioritisation of tickets and hand them over to appropriate resolver groups.
• Maintain and update knowledge articles, execute structured shift handovers and contribute to a 24/7 global support operation.
• Collaborate with 2nd/3rd line teams, including Infrastructure, Cybersecurity and Application Owners, to achieve seamless service delivery.

Required profile

• Strong customer orientation with a proactive attitude.
• Ability to work independently and as part of a global, multi‑shift team.
• Excellent written communication skills for clear user updates.
• Commitment to follow defined processes and meet service targets.

Required skills

• ServiceNow ticketing platform.
• Microsoft 365 suite.
• Entra ID (Azure AD) management.