[Hiring] Service Desk Agent @Sunbytes

Role Description

Sunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.

Key Responsibilities

• First-Line Support:
  • Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.
• User Account Management:
  • Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
• PC Troubleshooting:
  • Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
• Remote Access Support:
  • Assist remote users with basic VPN connection issues to ensure they can access company data.
• Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.

Qualifications

• 1–2 years of proven experience in an IT Service Desk or Helpdesk role.
• Comfortable with the basics of Active Directory (Resetting passwords, unlocking accounts, creating users).
• Solid experience troubleshooting Windows 10/11 errors and installing standard applications.
• Experience helping users troubleshoot VPN client connections and Wi-Fi issues.
• Fluent in Mandarin and English (Written & Spoken) for user communication.
• Patient, polite, and eager to help users resolve their problems.
• Good time management and ability to research solutions and figure things out independently.

Benefits

• Leave: Following Malaysia's Employment Law.
• Allowances: Shift Allowances for the Night shift.
• Learning & Development: Access to training programs and sponsorship for IT certifications.
• Compensation Growth: Annual salary review and performance-based bonus.