Helpdesk Agent

The Role at a Glance

• A Malaysia-based role supporting regional operations via a centralized helpdesk.
• Handle inbound queries, incidents, and service requests across day/night shifts.
• Ensure timely resolution while delivering high-quality customer experience.

What You’ll Be Doing

• Handle incoming calls and requests, capturing accurate details through effective questioning.
• Log incidents and service requests with high data accuracy (target: 98%).
• Complete all after-call actions promptly to maintain service levels.
• Coordinate with technicians and contractors to prioritise and escalate issues.
• Deliver clear, confident, and professional communication with customers and internal teams.
• Follow established processes to resolve issues efficiently and consistently.
• Meet and exceed agreed service level targets (SLAs).
• Act on feedback from performance reviews to continuously improve.
• Contribute ideas for process improvements and team efficiency.
• Build multi-skilled capabilities across support functions.

What We’re Looking For

• Diploma / Degree in any discipline (fresh graduates are encouraged to apply).
• Good command of English (spoken & written).
• Strong interest in customer service or support operations.
• Basic computer literacy (Microsoft Office).
• Willingness to learn and adapt in a fast-paced environment.
• Positive attitude, reliability, and eagerness to grow.
• Able to work on shift-based schedules.