L1 IT Service Desk Agent – Shift, OT Paid

Bridgenet Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Job summary

Bridgenet Solutions Sdn Bhd in Malaysia is seeking a capable L1 IT support specialist to handle customer enquiries, service requests and technical issues using ITSM tools. You will manage calls, emails, and chats, perform initial troubleshooting, and escalate complex cases to Level 2.

The ideal candidate holds a Diploma or Bachelor’s in IT/CS, 1–3 years of ICT customer service, ITIL Foundation, and bilingual proficiency in Bahasa Malaysia and English. Shift work may be required.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or equivalent.
• 1–3 years of customer service experience in ICT or solution-based services.
• ITIL Foundation certification.
• Fluent in Bahasa Malaysia and English.
• Able to support M365 & Active Directory.
• Proficient with CRM platforms, ticketing tools, and remote management systems.
• Willing to work shifts after hours, on public holidays and weekends (OT compensated).

Responsibilities

• Receive, verify, and handle Level 1 customer enquiries, service requests, and technical complaints via ITSM tools.
• Manage inbound calls, emails, WhatsApp chats, and webforms in compliance with SLAs & SOPs.
• Perform initial troubleshooting, log interactions in the ticketing system, and escalate complex cases to Level 2.

Skills

Customer service

ITIL Foundation

Bilingual: Bahasa Malaysia & English

IT/CS background

Education

Diploma/Bachelor's in IT or CS

Tools

ITSM Tools

CRM platforms

Ticketing systems

Job description

Bridgenet Solutions Sdn Bhd in Malaysia is seeking a capable L1 IT support specialist to handle customer enquiries, service requests and technical issues using ITSM tools. You will manage calls, emails, and chats, perform initial troubleshooting, and escalate complex cases to Level 2.

The ideal candidate holds a Diploma or Bachelor’s in IT/CS, 1–3 years of ICT customer service, ITIL Foundation, and bilingual proficiency in Bahasa Malaysia and English. Shift work may be required.