About The Role
As a Service Desk Support Specialist (Mandarin Speaker) in our Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur, you will have the opportunity to play a role in providing first-level technical support to end-users and ensuring the smooth operation of IT services. This role involves troubleshooting hardware and software issues, managing service requests, and escalating complex problems to higher-level support.
Main Accountabilities Of The Role
- Investigate incoming IT related incident tickets, 1st level remote support and solve incidents
- Fulfill IT related service request, such as create user accounts
- Support user via call, chat, email, ticketing tools
- Create and update knowledge base articles
- In this role you will be collaborating with various stakeholders across the business including our Global functions teams.
Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.
(However, this role will need you to be working based on 24x7 rotating shift).
Requirements (hard & Soft Skills)
- Basic IT knowledge in Windows OS , Microsoft Office , Android, iOS and common software applications.
- Troubleshooting skills
- Excellent communicator, culturally sensitive, patience
- Customer service driven, understands the importance of confidentiality business and privacy of users
Professional Experience
- Customer service driven, understands the importance of confidentiality business and privacy of users
Educational Level
- High school diploma or equivalent; associate degree or higher in Information Technology, Computer Science, or a related field preferred.
- Previous experience in a technical support or service desk role is an asset.
- ITIL certified (at least ITIL v4 foundation) is an asset.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
Language
- Good written and spoken English & Mandarin Chinese are essential (needs to liaise with Greater China stakeholders)
Shift
Your Location:
Malaysia - Kuala Lumpur
Diversity, Equity & Inclusion (DEI)
We are an inclusive employer that welcomes all backgrounds, perspectives, and experiences. Regardless of your origin, gender, age, sexual orientation, beliefs, disability, or political views, we value diversity and believe that unique perspectives drive innovation and success.
Join us and be part of a team where everyone belongs! 
