Service Desk Analyst

About the Role

We are looking for a Service Desk Analyst to join our Operations team as the frontline of our after-sales support function. This is not a traditional IT helpdesk role you will be supporting our own proprietary company software platform, working directly with our customers to investigate, troubleshoot, and resolve application level issues.

You are expected to take ownership of issues, perform your own technical investigation using tools such as SQL queries and application logs, and provide meaningful analysis before escalating to L2/L3 teams. This is a hands-on support role not catch-and-dispatch. You will be the first line of defence in ensuring our customers experience minimal disruption and receive fast, accurate resolutions.

Based in our Petaling Jaya office, you will provide remote support to customers, handling incidents and service requests within agreed service levels (SLAs) and operational procedures.

Key Responsibilities

Application Support & Troubleshooting

• Serve as the first point of contact (L1) for customer-reported issues related to our proprietary B2B software platform.

• Investigate and troubleshoot application issues independently before escalating this includes verifying document statuses, identifying processing errors, and diagnosing transaction failures.

• Execute SQL queries against our portal and database systems to check the status of documents (received, sent, published), trace transaction flows, and identify data discrepancies.

• Reproduce reported issues where possible and document findings clearly for L2/L3 teams (Application Management, Data Management) when escalation is required.

• Provide customers with accurate, evidence based status updates rather than generic responses.

Customer Communication & Service Management

• Handle customer inquiries and issue reports via phone, email, and ITSM tools with professionalism and clarity.

• Log, track, and resolve incidents and service requests within agreed SLA timelines.

• Keep customers informed of investigation progress, expected resolution timelines, and outcomes.

• Build and maintain strong working relationships with key customer accounts

Portal & Account Administration

• Manage customer accounts on company software platform, including user offboarding, access provisioning, and credential resets.

• Configure and maintain customer specific settings on the portal as required.

• Ensure proper access controls are maintained in line with security policies and customer agreements.

Documentation & Knowledge Management

• Maintain accurate and detailed ticket records in the ITSM system, including investigation steps taken, queries executed, and findings.

• Create, update, and maintain knowledge base articles, including SQL query templates, common issue resolution guides, and standard operating procedures.

• Document recurring issues and patterns, and propose improvements to reduce repeat incidents.

Compliance & Continuous Improvement

• Ensure compliance with data handling procedures, security policies, and audit requirements.

• Participate in product rollouts, system updates, and customer onboarding activities.

• Contribute to continuous improvement initiatives aimed at enhancing support quality, reducing resolution times, and improving customer satisfaction.

Qualifications

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.

• 2–3 years of experience in Application Support, Software Support, Service Desk, or a similar customer-facing technical support role.

• Experience supporting a software product (SaaS, web application, or enterprise platform) not purely infrastructure/IT helpdesk support

• SQL proficiency — Ability to write and execute SQL queries (SELECT, JOIN, WHERE, GROUP BY) to retrieve, filter, and analyse data from relational databases for investigation and troubleshooting purposes

• Familiarity with database tools (e.g., SQL Server Management Studio, MySQL Workbench, or similar)

• Ability to read and interpret application logs to support issue diagnosis

• Basic knowledge of web browsers and standard business applications (Microsoft 365, etc.)

• Experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice, or similar) to log and manage tickets

• Basic understanding of company document exchange processes (e.g., EDI, API integrations, file transfers) is an advantage

• Ownership mindset takes initiative to investigate and resolve issues rather than simply logging and passing them on

• Strong customer service orientation with a professional and empathetic approach

• Excellent written and verbal communication skills in English (proficiency in Bahasa Malaysia or Mandarin is a plus)

• Analytical and problem-solving mindset able to interpret data, connect the dots, and translate technical findings into clear customer-facing communication

• Detail oriented with the ability to manage multiple tickets and priorities simultaneously

• Ability to work under pressure in an SLA-driven environment and consistently meet service targets

• Team player with a proactive attitude toward learning the product inside out

Pay: Up to RM6,000.00 per month

Benefits:

• Additional leave
• Opportunities for promotion
• Professional development

Work Location: In person

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