Service Desk Agent (Vendor Management)

Digital Labs Sdn Bhd; Selangor; On-site; MYR 36,000 - 60,000; Full time

Job summary

Digital Labs Sdn Bhd is seeking a customer-focused Service Desk Agent to deliver first-level IT support to end-users. You will handle incidents and service requests, manage tickets, coordinate with vendors, and monitor SLA compliance.

You will perform initial troubleshooting, capture accurate ticket details, and ensure timely resolution while maintaining strong customer service. The role requires handling multiple tickets, prioritizing by impact and SLA, and adhering to IT security practices.

Qualifications

• Minimum 3 years' experience in IT Service Desk, helpdesk, or technical support.
• Hands-on experience with BMC and ServiceNow is required.
• Good knowledge of Windows, Microsoft Outlook, desktop applications, laptops, peripherals, and basic connectivity troubleshooting.
• Understanding of SLAs, support contracts, escalation procedures, and vendor responsibilities.

Responsibilities

• Provide professional and timely IT support via phone, email, and remote assistance.
• Understand user issues, perform initial troubleshooting, and capture accurate information in tickets.
• Create, update, assign, monitor, and close tickets using BMC and ServiceNow.
• Ensure correct ticket priority, documentation, follow-up, and SLA compliance.
• Perform basic troubleshooting for Windows, Microsoft Outlook, desktop applications, laptops, peripherals, and connectivity issues.
• Identify issues requiring further support and elevate them to the appropriate IT team or vendor.
• Coordinate with principal and third-party vendors for hardware, software, application, and technical issues.
• Follow up on vendor cases and ensure actions, updates, and resolutions are properly documented.
• Understand support contracts, service scope, SLAs, vendor responsibilities, and escalation procedures.
• Monitor recurring or significant issues and highlight trends to relevant support teams.
• Follow IT security policies and report potential security incidents through the appropriate channels.
• Maintain proper handover and perform other Service Desk or ad-hoc duties as required.

Skills

Customer service

Troubleshooting

Ticketing

Vendor management

Communication skills

Prioritization

Education

ITIL Foundation

CompTIA A+

Tools

BMC

ServiceNow

Job description

We are seeking a customer-focused Service Desk Agent to provide first-level IT support to end-users. The role covers incident and service request management, ticket administration, vendor coordination, and SLA monitoring. The agent will work with internal IT teams and external vendors to ensure timely resolution and effective customer support.

Key Responsibilities

• Provide professional and timely IT support via phone, email, and remote assistance.
• Understand user issues, perform initial troubleshooting, and capture accurate information in tickets.
• Create, update, assign, monitor, and close tickets using BMC and ServiceNow.
• Ensure correct ticket priority, documentation, follow-up, and SLA compliance.
• Perform basic troubleshooting for Windows, Microsoft Outlook, desktop applications, laptops, peripherals, and connectivity issues.
• Identify issues requiring further support and elevate them to the appropriate IT team or vendor.
• Coordinate with principal and third-party vendors for hardware, software, application, and technical issues.
• Follow up on vendor cases and ensure actions, updates, and resolutions are properly documented.
• Understand support contracts, service scope, SLAs, vendor responsibilities, and escalation procedures.
• Monitor recurring or significant issues and highlight trends to relevant support teams.
• Follow IT security policies and report potential security incidents through the appropriate channels.
• Maintain proper handover and perform other Service Desk or ad-hoc duties as required.

Qualifications & Experience

• Minimum 3 years' experience in IT Service Desk, helpdesk, or technical support.
• High school diploma or equivalent; IT-related qualifications are an advantage.
• Hands‑on experience with BMC and ServiceNow is required.
• Good knowledge of Windows, Microsoft Outlook, desktop applications, laptops, peripherals, and basic connectivity troubleshooting.
• Basic understanding of IT infrastructure such as servers, network switches, firewalls, UPS, and wireless access points is an advantage.
• Experience managing external vendors and support cases is preferred.
• Understanding of SLAs, support contracts, escalation procedures, and vendor responsibilities.
• Strong communication, customer service, troubleshooting, and problem-solving skills.
• Able to manage multiple tickets and prioritise work based on business impact, urgency, and SLA requirements.
• ITIL Foundation, CompTIA A+, or equivalent certification is an advantage.

• Willing and able to work 24×7 rotational shifts, including nights, weekends, and public holidays.