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 as you will be supporting our own proprietary B2B 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 our B2B customers, handling incidents and service requests within agreed service levels (SLAs) and operational procedures.
Key responsibilities
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
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
Manage customer accounts on our B2B software platform, including user offboarding, access provisioning, and credential resets
Maintain accurate and detailed ticket records in the ITSM system, including investigation steps taken, queries executed, and findings
About you
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
Experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice, or similar) to log and manage tickets
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)
Benefits
Opportunity to work in a growing B2B technology company, supporting the very software we build
Hands-on exposure to enterprise-grade database systems and application architecture
A role with real technical depth — not just ticket routing
A collaborative and supportive team environment with direct interaction with Application Management and Data Management teams
Career development pathways into L2 application support, product operations, or technical consulting