Kerja Sepenuh Masa, Service Desk Agent (Vendor Management) di Digital Labs Selangor - Maukerja

Job Summary:

We are looking for a dedicated and customer-focused Service Desk Agent to provide Service Desk support and assistance to the organization's end-users. The Service Desk Agent will play a crucial role in resolving IT issues, handling service requests, coordinating with internal teams and external vendors, and delivering efficient and responsive support to ensure a smooth IT environment.

The role requires strong communication and customer service skills, good ticket management practices, and the ability to work effectively with principal vendors and third-party vendors to coordinate the resolution of hardware, software, application, and service-related issues.

This is a 24×7 Service Desk operation. The successful candidate must be willing and able to work on a rotational shift basis, including night shifts, weekends, and public holidays, according to the operational roster assigned by supervisors.

Key Responsibilities

• Provide courteous, timely, and professional technical support to end-users via phone and email, assisting with IT-related incidents, inquiries, and service requests.
• Receive, understand, and accurately document user issues, ensuring sufficient information is captured for troubleshooting, escalation, and resolution.
• Log, update, monitor, and manage service desk tickets using BMC and ServiceNow, ensuring accurate categorization, prioritization, assignment, documentation, and timely follow-up.
• Perform basic troubleshooting of hardware, operating system, connectivity, peripherals, and common application issues
• Identify, isolate, and gather relevant information for issues that cannot be resolved at Service Desk level.
• Escalate complex incidents and service requests to the appropriate internal support teams, principal vendors, or third-party vendors.
• Log application-related incidents and service requests with third-party vendors, providing complete and accurate information required for investigation and resolution.
• Follow up with third-party vendors on outstanding application issues, incidents, and service requests to ensure timely resolution and appropriate communication to users.
• Coordinate and communicate with principal vendors and third-party vendors for hardware, software, application, and technical support matters.
• Understand the applicable service support contract before engaging vendors, including service coverage, supported products/services, SLA, response and resolution commitments, escalation procedures, and vendor responsibilities.
• Determine the appropriate vendor and escalation path based on the service support contract, service scope, incident priority, and applicable SLA.
• Monitor vendor-related tickets and ensure appropriate updates, actions, and resolution details are recorded in the ticketing system.
• Ensure vendor responses and resolutions are properly documented and communicated to the relevant internal teams and end-users.
• Escalate vendor issues when required and ensure unresolved or overdue cases receive appropriate follow-up in accordance with the applicable SLA and escalation process.
• Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking throughout the incident lifecycle.
• Provide remote support when required, guiding users through troubleshooting and problem-resolution steps.
• Promote and adhere to IT security policies and procedures and recognize and report potential security incidents through the appropriate channels.
• Collaborate with internal IT teams, technical specialists, principal vendors, and third-party vendors to resolve complex or recurring issues.
• Maintain awareness of recurring incidents and escalate trends or significant issues to the appropriate support teams.
• Ability to identify and isolate issues, gather relevant information, and determine the appropriate troubleshooting or escalation path.
• Able to work independently with minimal supervision, while knowing when to seek assistance or escalate an issue.
• Perform other IT Service Desk duties and ad-hoc tasks as assigned by management.

Qualifications:

• High school diploma or equivalent required; an associate's or bachelor's degree in IT or a related field is a plus.
• Minimum of 3 years of experience in a technical support, IT Service Desk, or helpdesk role.
• Strong communication skills, both verbal and written, with the ability to communicate effectively with technical and non-technical users.
• Strong customer service mindset with a professional, patient, and helpful approach when dealing with end-users.
• Practical working knowledge of BMC and ServiceNow ticketing platforms is required.
• Experience in logging, updating, assigning, monitoring, and closing incidents and service requests using IT service management platforms.
• Proficiency in basic troubleshooting and problem-solving techniques for hardware and software issues.
• Basic laptop troubleshooting knowledge is an advantage, including common hardware, operating system, connectivity, peripheral, and software issues.
• Good working knowledge of Microsoft Outlook, including sending and managing emails, attachments, calendar functions, and basic troubleshooting.
• Familiarity with commonly used operating systems, particularly Windows, and standard desktop applications.
• Basic understanding of enterprise IT infrastructure hardware such as servers, firewalls, network switches, UPS systems, and wireless access points (APs) is an advantage.
• Ability to understand and interpret service support contracts, including service scope, SLA, service coverage, response/resolution commitments, escalation requirements, and vendor responsibilities.
• Ability to determine whether an incident or request falls within the applicable service support contract and vendor scope.
• Experience working with external vendors or service providers is an advantage.
• Understanding of vendor escalation and follow-up processes, including coordinating with principal vendors and third-party vendors to resolve technical issues.
• Experience in logging and managing application support cases with third-party vendors is an advantage.
• Ability to handle multiple incidents and service requests while prioritizing work according to business impact, urgency, and SLA requirements.
• Strong attention to detail, particularly in ticket documentation, incident updates, SLA monitoring, and vendor follow-up.
• Ability to work independently and as part of a team in a fast-paced Service Desk environment.
• Willingness and ability to work on a 24×7 rotational shift schedule, including night shifts, weekends, and public holidays.
• Knowledge of IT service management principles and processes is advantageous.
• Basic understanding of IT security principles and best practices.
• IT certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.

Work Ethics & Behaviour

• Demonstrates a professional, responsible, and customer-focused attitude.
• Maintains a positive and respectful approach when dealing with users, colleagues, vendors, and management.
• Takes ownership of assigned incidents and follows through until resolution or proper handover.
• Demonstrates good work discipline, punctuality, reliability, and accountability.
• Maintains confidentiality when handling user, system, and company information.
• Communicates clearly and professionally, particularly when dealing with difficult users or service-impacting incidents.
• Demonstrates willingness to learn new technologies, applications, tools, and support processes.
• Works well with internal teams, principal vendors, and third-party vendors.
• Does not simply pass issues to other teams or vendors without performing the appropriate initial investigation and gathering sufficient information.
• Demonstrates good judgment in determining when an issue should be resolved at Service Desk level and when escalation is required.
• Maintains accurate and timely ticket updates and follows established Service Desk procedures and escalation processes.
• Understands the importance of SLA compliance and takes proactive action when tickets are approaching SLA breach.
• Able to remain effective and professional when working independently during night shifts, weekends, and public holidays.
• Demonstrates flexibility and commitment to the requirements of a 24×7 rotational Service Desk operation.
• Able to work independently with minimal supervision and take ownership of daily responsibilities.