[NSMY] Service Desk Support

Netpoleon; Petaling Jaya; On-site; MYR 24,000 - 36,000; Full time

Job summary

Netpoleon in Malaysia seeks a proactive Service Desk Analyst to join our support team. You will log and validate customer requests, assign tickets to engineers, and track progress to ensure timely resolution.

Ideal candidates hold a bachelor's degree in CS/IT, have strong English communication, and experience with SugarCRM/SuiteCRM/OTRS. Fresh graduates are welcome; local applicants only.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent.
• Fresh graduates welcome; 1–2 years of experience encouraged.
• Excellent English communication and customer service skills.
• Experience with service desk tools such as SugarCRM, SuiteCRM, or OTRS.
• Independent, proactive, detail-oriented with minimal supervision.

Responsibilities

• Log and validate customer requests in the ticketing system.
• Assign tickets to engineers and track progress to resolution.
• Classify, prioritize, and escalate requests to meet SLAs.
• Collaborate with colleagues to resolve issues and update customers.
• Follow up on outstanding requests and escalate as needed.
• Participate in weekly 24x7 standby support to handle new tickets.

Skills

Ticketing system

Customer service

English communication

SugarCRM

SuiteCRM

OTRS

Network troubleshooting

Self-motivation

Education

Bachelor's degree in CS/IT

Tools

SugarCRM

SuiteCRM

OTRS

Job description

Responsibilities

• Receive, validate, and log customer requests (tickets) into the ticketing system.
• Assign tickets to available engineers, ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on them), and resolved.
• Analyse and interpret the requests to ensure the classification, prioritisation, and escalation of the requests meet the SLAs.
• Work closely with colleagues to ensure swift resolution of issues and keep the customer updated on the progress in relation to the resolution of the issue.
• Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) parties to resolve issues when required.
• Participate in 24x7 standby support on a weekly rotational basis to respond to new tickets via the ticketing system.

Requirements

• Independent, Proactive, And Able To Manage Tasks With Minimal Supervision
• Detail-oriented person and accurately addresses every aspect of a task, ensuring precision and thoroughness in their work, often catching errors or inconsistencies others might miss
• Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc.)
• Good communication and customer service skills, with a good command of English
• Basic network connectivity troubleshooting would be an added advantage
• Candidates must possess at least a bachelor's degree, postgraduate diploma, professional degree in Computer science, Information technology, or equivalent
• Fresh graduates as well as entry-level candidates with 1-2 years of experience are encouraged to apply.
• Open to local applicants ONLY