Application Helpdesk Support (L1)
Kuala Lumpur
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest-growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative, and Business & Strategy markets. We have global offices in the US, UAE, India, Malaysia and Australia.
Job Summary
We are looking for a
Level 1 Application Helpdesk Support Analyst to provide first-line support for business applications used by users in the North America region.
The role focuses strictly on
application-level support, ensuring that incidents and service requests are handled efficiently while meeting defined
SLA and customer service standards.
Key Responsibilities
- Provide first-level application support to end users via phone, email, and ticketing systems.
- Log, categorize, prioritize, track, and resolve support tickets in accordance with defined SLA targets.
- Perform initial troubleshooting and diagnosis for application-related issues.
- Escalate complex or unresolved issues to L2/L3 support teams or vendors in a timely manner.
- Maintain accurate documentation of incidents, service requests, and resolutions within the ticketing system.
- Follow established SOPs and knowledge base articles to ensure consistent service delivery.
- Monitor and meet key helpdesk performance metrics, including response time, first contact resolution, and ticket closure rate.
- Communicate clearly with users regarding issue status, progress, and resolution timelines while maintaining a professional service approach.
Note: This role focuses solely on application-layer support and does not include hardware, operating system, or general EUC support responsibilities.
Language
- Fluent in English and Mandarin (spoken and written)
- Mandarin is mandatory for supporting regional users.
Experience
- 1–3 years of experience in Helpdesk / Service Desk / Application Support roles.
- Experience handling end-user application support and incident management in a structured support environment.
Ticketing Tools Experience with one or more of the following tools is preferred:
- ServiceNow
- Landesk
- Zoho MSP
- Jira Service Management
- Zendesk
- Freshservice
- Cherwell
- BMC Remedy
Application Knowledge
- Experience supporting enterprise business applications such as SAP, ERP, or similar internal systems.
SLA & Support Metrics
Good Understanding Of Common Helpdesk KPIs Including
- First Response SLA
- First Contact Resolution (FCR)
- Ticket Resolution & Closure SLA
- Customer Satisfaction (CSAT)
Soft Skills
- Strong customer service mindset and professional communication skills.
- Ability to handle pressure and work in a fast-paced support environment.
- Detail-oriented with strong problem-solving ability.
Shift Requirement
- Must be comfortable working 24×7 rotational shifts, including night shifts.
The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
