IT Service Desk Agent (English Speaking | Night Shift)

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A recruitment platform is looking for an IT Service Desk Agent to provide first-level IT support during the night shift. The role requires troubleshooting various IT issues, logging incidents, and ensuring SLA compliance. Candidates must possess a Diploma or Degree in IT or a related field, have a minimum of one year experience in technical support, and be fluent in English. This contract-based position offers a night shift schedule from 11 PM to 7 AM.

Qualifications

• Minimum 1 year experience in IT Service Desk / Helpdesk / Technical Support.
• Able to work independently during night shift.
• Malaysian citizen or legally entitled to work in Malaysia.

Responsibilities

• Provide first-level IT support to users via phone, email, and ticketing system.
• Troubleshoot issues related to Windows OS, Office 365, email, VPN, and basic network.
• Log, track, and resolve incidents and service requests using ITSM tools.
• Follow SOPs and knowledge base for incident resolution.
• Escalate unresolved issues to Level 2 / relevant teams and follow up to closure.
• Ensure SLA compliance and accurate documentation of tickets.
• Support users professionally with clear communication in English.

Skills

Troubleshooting skills in end-user computing environments

Good command of spoken and written English

Familiar with ITSM tools (ServiceNow, Jira, Remedy)

Education

Diploma or Degree in IT, Computer Science, or related field

Job description

IT Service Desk Agent (English Speaking | Night Shift)

Provide first-level IT support to users via phone, email, and ticketing system. Troubleshoot issues related to Windows OS, Office 365, email, VPN, and basic network. Log, track, and resolve incidents and service requests using ITSM tools. Follow SOPs and knowledge base for incident resolution. Escalate unresolved issues to Level 2 / relevant teams and follow up to closure. Ensure SLA compliance and accurate documentation of tickets. Support users professionally with clear communication in English.

Night Shift Only

• Time: 11:00 PM – 7:00 AM
• Days per week: 5
• Requirements: Must be able to work permanent night shift

Job Responsibilities

• Provide first-level IT support to users via phone, email, and ticketing system
• Troubleshoot issues related to Windows OS, Office 365, email, VPN, and basic network
• Log, track, and resolve incidents and service requests using ITSM tools
• Follow SOPs and knowledge base for incident resolution
• Escalate unresolved issues to Level 2 / relevant teams and follow up to closure
• Ensure SLA compliance and accurate documentation of tickets
• Support users professionally with clear communication in English

Job Requirements

• Diploma or Degree in IT, Computer Science, or related field
• Minimum 1 year experience in IT Service Desk / Helpdesk / Technical Support
• Strong troubleshooting skills in end-user computing environments
• Good command of spoken and written English
• Familiar with ITSM tools (ServiceNow, Jira, Remedy, etc.) is an advantage
• Able to work independently during night shift
• Malaysian citizen or legally entitled to work in Malaysia

Employment Type

• Contract based