Application Helpdesk Support (L1) - #005
Bangsar South , W.P. Kuala Lumpur
|Onsite
|Contract
Bangsar South, W.P. Kuala Lumpur
|Onsite
|Contract
Job ID 8154|Posted Mar 19, 2026
JOB DESCRIPTION
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:
This role focuses solely on application-layer support and does not include hardware, operating system, or general EUC support responsibilities.
Language
Experience with one or more of the following tools is preferred:
Good understanding of common helpdesk KPIs including:
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.
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.
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.
- 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.
Experience with one or more of the following tools is preferred:
- ServiceNow
- Landesk
- Zoho MSP
- Jira Service Management
- Zendesk
- Freshservice
- Cherwell
- BMC Remedy
- Experience supporting enterprise business applications such as SAP, ERP, or similar internal systems.
Good understanding of common helpdesk KPIs including:
- First Response SLA
- First Contact Resolution (FCR)
- Ticket Resolution & Closure SLA
- Customer Satisfaction (CSAT)
- 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.
- 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.
Horizontal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Horizontal is committed to taking affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or participate in the interview process, click here to request accommodation assistance.
All applicants applying must be legally authorized to work in the country of employment.
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