Service Desk Analyst

Idataraya Sdn Bhd; Kuala Lumpur; On-site; MYR 24,000 - 42,000; Full time

Job summary

Idataraya Sdn Bhd in Kuala Lumpur is seeking a frontline support specialist to assist users daily in English and Bahasa Malaysia. You will handle calls, emails and tickets, resolve simple issues, and escalate complex ones with clear details.

The role requires bilingual communication, a helpful attitude, and the ability to learn our systems quickly. You will contribute to keeping the knowledge base up to date and ensure timely follow-up on every ticket.

Qualifications

• Service desk or customer support experience.
• Fluent English and Bahasa Malaysia.
• Enough technical curiosity to learn the systems properly.
• Consistency, because the value here is in the follow-through.

Responsibilities

• Handle first line contact by phone, email and ticket.
• Resolve what you can, and escalation the rest with the detail attached.
• Keep the knowledge base current as answers get found.
• Follow up, so nothing sits without an owner.

Skills

Service desk experience

Fluent English

Fluent Bahasa Malaysia

Customer support

Technical curiosity

Job description

First line support for the people using our systems day to day, in English and Bahasa Malaysia. Most of them are not technical, and they are busy.

What you will do

• Handle first line contact by phone, email and ticket.
• Resolve what you can, and escalation the rest with the detail attached.
• Keep the knowledge base current as answers get found.
• Follow up, so nothing sits without an owner.

What you will bring

• Service desk or customer support experience.
• Fluent English and Bahasa Malaysia.
• Enough technical curiosity to learn the systems properly.
• Consistency, because the value here is in the follow-through.