Service Desk Executive (1 year contract)

Service Desk Executive (1 year contract)
Industry: Technology, Transport

Location: Johor Bahru / Kuala Lumpur (Fully Remote, Work From Home)

Salary: RM 13 – RM 18 per hour / RM 2500 – RM 3500 per month + comprehensive benefits

Working Schedule:

Shift 1 - Mondays to Sundays 3pm – 12am

Shift 2 - Mondays to Sundays 12am – 9am

(Fixed shift 3-4 days per week) – You may share with us your available schedule

Start date: 1 Oct 2026

Job Scope:

• Oversee service monitoring (as per scheduled shift) and support operations across all Singapore accounts, managing vendor-supported operations and ensuring response SLAs are met continuously

• Perform pre-checks of vehicle schedules, capacity, lateness, status and etc.

• Monitor batching services via online platforms and coordinate the necessary service delivery with transport operators.

• Coordinate, Troubleshoot and Resolve passenger tickets (Eg, Lost & Found, Missed transport and etc)

• Maintain risk registers, issue logs and status reporting cadence across all accounts

• Manage escalations as part of the workflow requirements for complex delivery and service issues across client, vendor and internal stakeholder dimensions

What we are looking for:

• Proven experience managing complex, multi-stakeholder service delivery operations with hard SLAs

• Demonstrated ability to thrive in a fast-paced contact center / helpdesk environment

• Background in tech, mobility, SaaS or enterprise services preferred

• Fast learner and technologically savvy, able to pick up new technology and monitoring tools quickly

• Cool-headed and patient, able to maintain professionalism during times of disputes and resolve issues calmly, even when under pressure

• Street smart and thinks fast on your feet

Job Qualifications:

• 1-3 years of L1 / L2 helpdesk support or Service Desk or Contact Center experience.

• Diploma / Bachelor's degree in Computer Science/ Engineering from a recognized university.

• Good communication skills, and strong vendor management skills

• Proficient in both English and a second language is preferred

• Proficiency or able to learn related software tools quickly (Microsoft office, JIRA, Notion, Gsuite, Metabase etc)

Internal:

Team Size: 3 PM (seated in SG), 1 Ops Exec (seated in SG), 1 TL (JB/KL), 4 Service Desk Executives (JB/KL)

Currently 12am-9am ops sits in PH (2 headcounts covering Mon to Sun), 3pm-12am ops is run by a part timer here in SG (1 headcounts covering Mon to Sun).

Training will be provided, Open to fresh grads

Criteria:

1. Street-smart and know how to manage issues when it arises

1. Independent team player

1. Responsive and hands-on

Shift Schedule can be adjusted accordingly – we obtain their availability and schedules and we assess how to fit them in.

Schedule Options:

1. Weekday / Weekend teams

1. Fixed shift 4-3-3-4 work week

1. Combination of 2 short shifts to fit the hours

1. Any other suggestions welcome

Employer will be AMS and benefits can be provided.

1. AL + MC + Standard other leaves by law

1. Medical reimbursement (capped – amount to be advised)

1. EPF + statutory contributions

1. If cdd prefers hard cash – we open to do Contract for service as well

1. Payroll schedule – Monthly, last working day of every month, OR Bi-weekly (for hourly paid only)