Role: Service Desk Analyst (Mandarin or Korean or Japanese or Thai Speaker)
Employer: IT Services
Working Mode: On Site
Working Hours: flexible with 24/7 hours shift.
Language Requirement: Mandarin/Korean/Japanese/Thai Speaker
Job Type: Permanent
Job Location: Bukit Jalil, Kuala Lumpur, Malaysia
Experience: 2+ years of experience in a call center or IT service desk environment.
Applicants: Open to local citizens - Mandarin or Korean or Japanese or Thai Speaker
JOB DESCRIPTION
- 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.
JOB REQUIREMENTS
- Language Proficiency: Fluency in Mandarin or Korean or Japanese or Thai is mandatory.
- Education: Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
- Experience: 2+ years 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.
