Service Desk Analyst

B2B Commerce (M) Sdn Bhd; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

B2B Commerce (M) Sdn Bhd is seeking an experienced Application/Software Support specialist in Malaysia. You will serve as the first point of contact for customer issues on our B2B software platform, troubleshoot applications, and provide clear, evidence-based updates.

You will work with L2/L3 teams and log tickets through ITSM tools within agreed SLAs. The role requires 2–3 years in a technical support or service desk capacity, a relevant IT degree, and strong SQL skills to analyze data from

Qualifications

• Bachelor's degree in IT/CS or related field.
• 2–3 years in Application/Software Support or Service Desk.
• Experience supporting a SaaS/web application or enterprise platform.
• SQL queries to retrieve and analyse data.
• Familiarity with database tools and interpreting logs.

Responsibilities

• Act as first point of contact for customer-reported issues on our B2B software platform.
• Investigate and troubleshoot issues; verify document statuses and diagnose transactions.
• Execute SQL queries to check document statuses and trace data flows.
• Reproduce issues and document findings for escalation to L2/L3 teams.
• Provide accurate, evidence-based status updates to customers.
• Log and manage tickets via ITSM tools within SLA timelines.
• Maintain detailed ticket records and investigate steps taken.

Skills

Customer-focused

Strong communication

Ownership mindset

Analytical thinking

SQL proficiency

Education

Bachelor's Degree in Information Technology/Computer Science

Tools

SQL Server Management Studio

MySQL Workbench

ServiceNow

Jira Service Management

Freshservice

Job description

Key responsibilities

Serve as the first point of contact (L1) for customer-reported issues related to our proprietary B2B software platform

Investigate and troubleshoot application issues independently before escalating — this includes verifying document statuses, identifying processing errors, and diagnosing transaction failures

Execute SQL queries against our portal and database systems to check the status of documents (received, sent, published), trace transaction flows, and identify data discrepancies

Reproduce reported issues where possible and document findings clearly for L2/L3 teams (Application Management, Data Management) when escalation is required

Provide customers with accurate, evidence-based status updates rather than generic responses

Handle customer inquiries and issue reports via phone, email, and ITSM tools with professionalism and clarity

Log, track, and resolve incidents and service requests within agreed SLA timelines

Keep customers informed of investigation progress, expected resolution timelines, and outcomes

Manage customer accounts on our B2B software platform, including user offboarding, access provisioning, and credential resets

Maintain accurate and detailed ticket records in the ITSM system, including investigation steps taken, queries executed, and findings

About you

Bachelor's Degree in Information Technology, Computer Science, or a related field

2–3 years of experience in Application Support, Software Support, Service Desk, or a similar customer-facing technical support role

Experience supporting a software product (SaaS, web application, or enterprise platform) — not purely infrastructure/IT helpdesk support

SQL proficiency — Ability to write and execute SQL queries (SELECT, JOIN, WHERE, GROUP BY) to retrieve, filter, and analyse data from relational databases for investigation and troubleshooting purposes

Familiarity with database tools (e.g., SQL Server Management Studio, MySQL Workbench, or similar)

Ability to read and interpret application logs to support issue diagnosis

Experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice, or similar) to log and manage tickets

Ownership mindset — takes initiative to investigate and resolve issues rather than simply logging and passing them on

Strong customer service orientation with a professional and empathetic approach

Excellent written and verbal communication skills in English

Opportunity to work in a growing B2B technology company, supporting the very software we build

Hands‑on exposure to enterprise‑grade database systems and application architecture

A role with real technical depth — not just ticket routing

A collaborative and supportive team environment with direct interaction with Application Management and Data Management teams

Career development pathways into L2 application support, product operations, or technical consulting

We help leaders in Fast Moving Consumer Goods (FMCG) and retail industry redefine their supply chain process and digitalization experience in the region. Ensuring our business partners from the largest MNC to the local SMEs enjoys business growth is our mission.

From our Cloud platform, we not only provide supply chain services but have expanded into financing services and cross‑border marketplace services across ASEAN.

We help leaders in Fast Moving Consumer Goods (FMCG) and retail industry redefine their supply chain process and digitalization experience in the region. Ensuring our business partners from the largest MNC to the local SMEs enjoys business growth is our mission.

From our Cloud platform, we not only provide supply chain services but have expanded into financing services and cross‑border marketplace services across ASEAN.

B2B Commerce is a pioneer & industry leader in digitizing business‑to‑business trade activities in the Southeast Asia region. We are a strong believer of technology in innovating the retail & supply‑chain industry

B2B Commerce is a pioneer & industry leader in digitizing business‑to‑business trade activities in the Southeast Asia region. We are a strong believer of technology in innovating the retail & supply‑chain industry