Senior IT Engineer - ServiceDesk

Genting Malaysia Berhad

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.
 
With decades of experience and milestones, Genting Malaysia celebrates its 60 Years Diamond Jubilee in 2025, stamping its mark as a leading tourism and entertainment hub with award-winning properties and world-class attractions such as Genting SkyWorlds Theme Park, Skytropolis Indoor Theme Park, Crockfords, and more. Even with all these accolades, Genting Malaysia is constantly expanding and making big waves in the hospitality industry.
 
If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Description

The Senior IT Engineer – ServiceDesk, will be the first line of support for our users, ensuring the timely resolution of technical issues and providing exceptional customer service. You will lead and mentor junior team members, troubleshooting complex technical problems, and ensuring that all service desk operations run efficiently. This is a hands-on role that requires both technical expertise and a commitment to delivering excellent support in a fast-paced environment.

Job Responsibilities

• Provide first level technical support for internal users via digital channel, email, and ticketing system.
• Diagnose and resolve complex IT issues related to hardware, software, network, and applications.
• Act as the escalation point for critical and high-priority issues, ensuring timely resolution.
• Mentor and guide junior service desk analysts, assisting with training and development.
• Manage the service desk ticket queue, ensuring all tickets are triaged, tracked, and resolved within service level agreements (SLAs).
• Collaborate with other IT teams to troubleshoot and resolve issues, ensuring seamless service delivery.
• Maintain and update internal knowledge base with troubleshooting steps, best practices, and solutions to recurring problems.
• Support the implementation of IT projects and ensure smooth transitions during system, maintenance, upgrades or migrations.
• Generate weekly cases report and compile service desk SOP documentation.
• Track and report on service desk performance metrics, suggesting improvements where necessary.
• Ensure compliance with IT policies, procedures, and security standards.
  • PC hardware and operating systems (Windows 10/ Windows 11)
  • Desktop software and upgrades; *Window Terminal Services
  • Microsoft Office 365
  • Strong understanding of Active Directory and IT management tools
  • Print Servers
• Excellent communication skills, with the ability to explain complex technical issues to non-technical users.

Job Requirements

• Degree in Computer Science/Information Technology or equivalent qualification
• Preferably with IT certification and/ or experience in a call center or helpdesk environment.
• 5+ years of experience in a Service Desk or IT support role, with at least 2 years in a senior capacity.
• Able to troubleshoot problems and apply technical knowledge on the following
• Able to multi-task and likes challenges such as resolving problems the first level support, efficiently, promptly and courteously
• 24 x 7 support and shift work
• Able to handle pressure and willing to work on a rotational shift basis
• Ability to work independently and manage multiple priorities.
• ITIL Foundation certification (preferred).

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!