Service Desk Agent
About the Role
As a Service Desk Agent Level 1, you will serve as the first point of contact for users seeking technical assistance across multiple channels. This role plays a critical part in ensuring seamless IT operations by resolving technical issues efficiently and delivering a high standard of customer experience. You will contribute to operational excellence while building strong foundational skills in IT support and service delivery.
Key Responsibilities
Provide timely support to users via phone, email, chat, or self-service portal
Diagnose and resolve first-level hardware, software, and network issues
Assist with account setup, password resets, and software installations
Use remote tools to investigate and troubleshoot reported issues
Escalate complex incidents to higher-level support teams with clear documentation
Track, update, and document all incidents in the ticketing system
Follow up with users to ensure complete resolution of issues
Contribute to knowledge base development and share best practices to prevent recurring issues
Job Qualifications
Diploma or degree in Information Technology, Computer Science, or related field
Strong problem-solving and analytical skills with attention to detail
Excellent verbal and written communication skills
Basic understanding of computer systems, mobile devices, and IT support processes
Familiarity with operating systems such as Windows, Mac, or Linux
Ability to work effectively both independently and collaboratively in a team environment
Willingness to work in a 24x7 shift environment, including weekends and public holidays
Kuala Lumpur
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