Service Desk Analyst | 24/7 IT Support & Ticket Resolution

Netpoleon

Petaling Jaya

On-site

MYR 36,000 - 48,000

Full time

3 days ago

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Job summary

Netpoleon in Malaysia is seeking a motivated Service Desk Analyst to join our IT support team. You will receive, validate, and log customer requests, assign to engineers, track progress, and help ensure timely resolutions.

Ideal candidates are detail-oriented, with strong English communication and customer service skills. Fresh graduates or those with 1–2 years of experience are welcome to apply; local applicants only.

Qualifications

Bachelor's degree in computer science, information technology, or equivalent.
Fresh graduates or 1–2 years of experience are encouraged to apply.
Open to local applicants only.
Strong English communication and customer service skills.
Knowledge of service desk tools (SugarCRM, SuiteCRM, OTRS) is a plus.

Responsibilities

Receive, validate, and log customer requests (tickets) into the ticketing system.
Assign tickets to available engineers and track progress until resolution.
Analyse requests to ensure correct classification, prioritisation, and escalation per SLAs.
Communicate updates to customers and coordinate with colleagues for swift resolution.
Follow up on outstanding requests and escalate as needed to internal or external parties.
Participate in 24x7 standby support on a weekly rotational basis to respond to new tickets.