Service Desk Analyst – Level 1, Level 2

Job not on LinkedIn

🔥 21 hours ago

🇲🇾 Malaysia – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NexTbil Tech

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

NexTbil Tech is an international technology company that designs and develops high-performing iGaming platforms and digital products. It leverages modern tech stacks, agile methodologies, and cross-functional teams to deliver scalable software and services across DevOps, data analytics, AI, and blockchain (Solidity/EVM) development. The company emphasizes talent development, inclusive culture, remote and global hiring, and building career pathways for engineers and product professionals.

📋 Description

• Act as the first point of contact for external B2B customers • Manage, triage, and resolve incidents and service requests logged via Jira Service Management • Ensure tickets meet defined SLAs and manage escalations according to contractual commitments • Provide first-line technical support for software, hardware, network, and access-management issues • Troubleshoot password resets, installations, login problems, and general system errors • Monitor and manage tickets across Jira platforms and third-party vendor ticketing systems • Escalate unresolved, critical, P1/P2, or business-critical incidents with detailed documentation • Process requests such as software access, hardware provisioning, and account creation • Collaborate with internal teams and third-party vendors • Monitor business systems and services for disruptions or degradations • Support incident communication using WhatsApp, Slack, Microsoft Teams, and email • Track Root Cause Analysis tickets and follow up with responsible teams • Maintain timely communication with users about ticket updates, timelines, and resolutions • Provide guidance on tools, SOPs, and IT best practices • Maintain documentation on recurring issues and resolution steps • Contribute to ticket, performance, and periodic operational reporting • Create knowledge base articles and FAQs • Identify service desk trends and recommend process improvements • Partner with ITOps, Development, and Product teams on complex issues • Stay informed about technologies, system updates, and industry best practices • Help implement enhancements to improve service desk efficiency and user satisfaction

🎯 Requirements

• Proven experience in a B2B IT Service Desk or customer support role • Experience using Jira Service Management or a comparable ITSM tool • Understanding of ITIL/ITSM best practices, especially in B2B environments • 2 years of proven experience in a service desk or technical support role • Strong familiarity with service desk ticketing systems • Solid understanding of common IT software, hardware, networking, and operating systems, including Windows and macOS • Excellent written and verbal communication skills • Ability to interact with technical and non-technical users • Ability to prioritize and manage multiple service requests and technical issues while ensuring SLAs are met • Strong problem-solving skills and attention to detail • Prior experience in a customer-facing role within a B2B technology environment • Familiarity with service reporting, SLAs, and supporting multiple customer organizations • Experience with Jira, ServiceNow, or similar service management platforms • Basic knowledge of networking, operating systems, and IT infrastructure • ITIL v3 or v4 certification or working knowledge of ITIL principles is preferred • Previous experience in a fast-paced service desk or IT support environment is preferred

🏖️ Benefits

• Performance-based bonuses • Flexible working options, including remote and hybrid working models • Comprehensive health insurance • Wellness initiatives and physical and mental well-being resources • Training programs • Mentorship • Clearly defined career development paths • Diverse, inclusive, and team-oriented workplace • Regular team events and social activities • Competitive compensation • Medical insurance • Structured learning, development, and career growth opportunities