L1 Service Delivery Agent

Established in 2003, Bridgenet specializes as a top-notch Information Technology Solutions Provider and Managed Service Provider for various businesses. We started off as a dedicated service provider in computer supporting systems and over the years, we have progressed to also develop programs that empower clients in maintaining their IT Infrastructure.

As a reliable security solutions provider, we have expand & retain talent which highly experienced certified engineers, sales and project team, the organization keeps itself committed to meeting its customer needs.

The company has also built strategic relationship with renowned organizations such as Cisco and many more, thus providing clients with greater reach and forming the basis for rewarding global partnerships.

Lately in 2021, Bridgenet have been acquired by Celcom Axiata Berhad and become part of the CDB Group to become the largest ICT solutions and services provider in Malaysia by speeding up digital transformations and modernizing our customers’ ICT infrastructures by prioritizing cybersecurity.

Key responsibilities

• Receive, verify, and handle Level 1 (L1) customer enquiries, service requests, and technical complaints via ITSM Tools.
• Manage inbound calls, emails, WhatsApp chats, and webforms in compliance with strict operational SLAs & SOPs.
• Perform initial troubleshooting, log all interactions in the ticketing system, and escalate complex cases to Level 2.

About you

• Diploma or Bachelor's degree / Diploma in Information Technology, Computer Science, or any equivalent.
• At-least 1 year to 3 years of rcustomer service experience in ICT or solution-based services.
• Must possess Professional Certifications: ITIL Foundation.
• Fluent in both spoken and written Bahasa Malaysia and English.
• Able to support M365 & Active Directory.
• Customer satisfaction mindset oriented
• Digital Proficiency with hands-on ability to navigate CRM platforms, ticketing tools, and remote management systems
• Willing to work on Shift after office hours, Public Holiday, and Weekends. (OT will be compensated accordingly.