L1 Service Delivery Agent

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

Established in 2003, Bridgenet specializes as a top-notch Information Technology Solutions Provider and Managed Service Provider for various businesses. We started off as a dedicated service provider in computer supporting systems and over the years, we have progressed to also develop programs that empower clients in maintaining their IT Infrastructure.

As a reliable security solutions provider, we have expand & retain talent which highly experienced certified engineers, sales and project team, the organization keeps itself committed to meeting its customer needs.

The company has also built strategic relationship with renowned organizations such as Cisco and many more, thus providing clients with greater reach and forming the basis for rewarding global partnerships.

Lately in 2021, Bridgenet have been acquired by Celcom Axiata Berhad and become part of the CDB Group to become the largest ICT solutions and services provider in Malaysia by speeding up digital transformations and modernizing our customers’ ICT infrastructures by prioritizing cybersecurity.

Key responsibilities

Receive, verify, and handle Level 1 (L1) customer enquiries, service requests, and technical complaints via ITSM Tools.

Manage inbound calls, emails, WhatsApp chats, and webforms in compliance with strict operational SLAs & SOPs.

Perform initial troubleshooting, log all interactions in the ticketing system, and escalate complex cases to Level 2.

About you

Diploma or Bachelor's degree / Diploma in Information Technology, Computer Science, or any equivalent.

At-least 1 year to 3 years of rcustomer service experience in ICT or solution-based services.

Must possess Professional Certifications: ITIL Foundation.

Fluent in both spoken and written Bahasa Malaysia and English.

Able to support M365 & Active Directory.

Digital Proficiency with hands-on ability to navigate CRM platforms, ticketing tools, and remote management systems

Willing to work on Shift after office hours, Public Holiday, and Weekends. (OT will be compensated accordingly.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? What's the highest level of ITIL qualification you have completed? Are you available for shift work? How much notice are you required to give your current employer?

Information Technology Services 101-1,000 employees

Established in 2003, Bridgenet is a leading Information Technology Solutions Provider and Managed Service Provider for various businesses. Initially focused on computer support systems, we have evolved over the years to develop programs that empower our clients to effectively manage their IT infrastructure.

In 2021, Bridgenet was acquired by Celcom Axiata Berhad and became part of the CDB Group. This acquisition positioned us as the largest ICT solutions and services provider in Malaysia, accelerating digital transformations and modernizing our customers’ ICT infrastructures with a strong focus on cybersecurity.

Established in 2003, Bridgenet is a leading Information Technology Solutions Provider and Managed Service Provider for various businesses. Initially focused on computer support systems, we have evolved over the years to develop programs that empower our clients to effectively manage their IT infrastructure.

In 2021, Bridgenet was acquired by Celcom Axiata Berhad and became part of the CDB Group. This acquisition positioned us as the largest ICT solutions and services provider in Malaysia, accelerating digital transformations and modernizing our customers’ ICT infrastructures with a strong focus on cybersecurity.

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