Service Desk Analyst-Korean Speaking (Fresh Graduate)

Responsibilities:

• Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
• Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
• Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
• Guide users through step-by-step resolution processes with clarity and professionalism.
• Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.
• Provide accurate and up-to-date information on IT products, services, and policies.
• Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
• Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.
• Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
• Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Requirements:

• Language Proficiency: Fluency in Korean is mandatory.
• Education: Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
• Experience:
• 0 to 1 year of experience in a call center or IT service desk environment.
• Fresh graduates with relevant academic background and language skills are encouraged to apply.
• Technical Competencies:
• Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
• Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.
• Ability to diagnose and resolve common technical issues independently.
• Soft Skills:
• Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric mindset.
• Ability to work effectively under pressure and manage time efficiently.

Specifications:

• Job Type: Full-Time
• Work Hours: 7:00 AM to 4:00 PM (Monday to Friday, including Public Holidays).
• Location: Kuala Lumpur, Malaysia
• Leave Policy: Replacement leave will be provided for work rendered on public holidays.
• Reporting To: Service Desk Manager / IT Support Lead.
• Tools & Systems: Ticketing systems, remote access tools, MS Office, and other diagnostic platforms.