Service Desk Support

Netpoleon; Petaling Jaya; On-site; MYR 36,000 - 48,000; Full time

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.

Skills

Independent

Proactive

Detail-oriented

Communication skills

Customer service

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