Job Description

Position: Service Desk Agent (Fresher can apply)

Employment Type: Permanent

Location: Kuala Lumpur

Experience: Freshers / Entry-Level Candidates Welcome

Languages Required: Cantonese (mandatory), Mandarin, English Shift Requirement: Willing to work 24x7 rotational shifts, including weekends and public holidaysSalary : RM 3600 Fixed + 150 Mobile + 700 Shift Allowence

Position Overview

We are looking for a motivated and customer-focused

IT Service Desk Agent

to join our team in Kuala Lumpur. This is an excellent opportunity for

fresh graduates or entry-level candidates

who are passionate about IT support and customer service. Full training and guidance will be provided. The role involves providing first-level technical support and ensuring a positive user experience in a dynamic, fast-paced environment.

Key Responsibilities

Act as the

first point of contact

for users seeking IT support via phone, email, chat, or ticketing systems. Log, track, and manage incidents and service requests using IT Service Management (ITSM) tools. Perform basic troubleshooting and initial diagnosis for common IT issues, including: Password resets and user account access Email and collaboration tools Operating systems and basic hardware Network connectivity issues (Wi-Fi, VPN) Standard applications (e.g., Microsoft Office, web browsers) Escalate complex or unresolved issues to Level 2 / Level 3 support teams following defined procedures. Follow up on open tickets and ensure timely updates and resolution. Maintain accurate documentation of issues, solutions, and user interactions. Communicate clearly with users regarding issue status and resolution. Adhere to standard operating procedures (SOPs) and ITIL-aligned processes. Participate in shift rotations, including weekends and public holidays. Deliver excellent customer service with a professional and positive attitude.

Required Qualifications & Skills

Diploma or Degree in

Computer Science, Information Technology

, or a related field (Final-year students or fresh graduates are encouraged to apply)*
Basic knowledge of: Windows OS and common applications Email systems and user account management Basic networking concepts Strong interest in IT support and learning new technologies. Good communication and interpersonal skills. Customer-oriented mindset with a willingness to learn. Ability to work in a fast-paced, team-oriented environment. Familiarity with ITIL concepts is an added advantage but

not mandatory

.

Language Requirements

Cantonese - Mandatory (spoken and written)

Mandarin English
Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM3,600.00 per month

Work Location: In person