Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!
•  Awarded For
    o Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
    o Bronze Winner in Cross-Generational Workforce Engagement (2024)
    o Gold Winner for Excellence in Workplace Culture (2021)
•  Comprehensive medical, dental, optical and insurance benefits
•  Flexi working hours arrangements
•  Staff Line & Device Subsidy
•  Smart Casual Attire
•  Child Parental Care Leave
•  Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
•  Special employee discounts for selected F&B Brands

Role

The Day-To-Day Activities
To support helpdesk daily operation, process improvement, projects, and the adoption of Gen AI operational tools to enhance efficiency and service quality.

Key responsibilities:

• Handle trouble tickets and complaints received including troubleshooting and escalation within the Service Level Agreement (SLA)
• Escalate urgent or recurring operation issues to second level / vendor / management
• Manage and follow up closely with vendors to ensure escalated issues are resolved within SLA
• Plan and implement continuous process improvement on daily operations
• Leverage Gen AI tools for ticket analysis, trend identification, knowledge base optimization, automation opportunities, and operational reporting
• Communicate and collaborate with internal teams and vendors for problem solving
• Submit regular feedback and activity reports to immediate superior
• Practise knowledge sharing and continuous learning on new services / products / promotions including emerging AI capabilities

About You

• Diploma or Degree in Information Technology, Computer Science, Business Administration, or related field
• Minimum 2–4 years of experience in IT Helpdesk, Service Desk, or Business Operations Support
• Strong understanding of incident management, SLA tracking, and escalation processes
• Experience working with ticketing systems (e.g., JIRA, ServiceNow or similar tools)
• Good analytical and problem-solving skills with ability to identify root causes
• Experience or exposure to automation, reporting tools, or Gen AI operational tools will be an added advantage
• Ability to analyse ticket trends and recommend process improvement initiatives
• Strong vendor management and stakeholder communication skills
• Able to work independently, manage priorities, and handle high-volume operational environments
• Good documentation and reporting skills

#LA-R1

What’s Next ?
Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

Back Apply