Administrator - English, Mandarin, Microsoft Windows

HCL Technologies Limited; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

HCLTech in Malaysia is seeking an Administrator - English, Mandarin to join the Support & Operations team. The Sr Analyst will troubleshoot and resolve tickets, delivering Level 1 remote desktop support while adhering to SLAs and quality standards.

Responsibilities include diagnosing hardware/software/network issues in English and Mandarin, updating worklogs, and escalating complex cases as needed. The role emphasizes timely resolution and customer satisfaction across multiple channels.

Qualifications

• Proficiency in Mandarin and English for effective communication with customers (must).
• Strong understanding of Windows operating systems and remote desktop support tools.
• Familiarity with ticketing systems and service desk operations.
• Good problem-solving skills and ability to handle technical issues independently.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues in Mandarin and English.
• Maintain quality standards by following voice and accent guidelines, monitoring protocols, and regulatory requirements.
• Ensure customer satisfaction by achieving first call resolution and maintaining minimum average handling time, while minimizing reopens.
• Maintain high availability and efficient service delivery by ensuring timely login and responsiveness during support hours.
• Update worklogs accurately and follow shift/escalation processes to route complex issues to higher level IT support as needed.
• Engage in knowledge base updates and self-development to enhance team performance.

Skills

Mandarin & English communication

Windows operating systems

Remote Desktop tools

Ticketing systems

Problem-solving

Tools

Remote Desktop Tools

Job description

Administrator - English, Mandarin, Microsoft Windows Administrator - English, Mandarin, Microsoft Windows Malaysia

Administrator - English, Mandarin, Microsoft Windows Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

The Sr Analyst plays a critical role in the Support & Operations team by independently troubleshooting and resolving tickets while providing Level 1 remote desktop support. This position is vital for ensuring a seamless customer experience and maintaining adherence to the company's service level agreements (SLAs) and quality standards.

Key Responsibilities

Key Responsibilities 1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Mandarin And English Through Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Volume And Resolution Time. 2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Tech Monitoring Protocols, And Regulatory Requirements To Deliver High-Quality Support. 3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht), With A Focus On Minimizing Rejected Resolutions And Reopened Cases. 4. Maintain High Availability And Efficiency In Service Delivery To Customers By Ensuring Timely Login And Responsiveness During Support Hours. 5. Update Worklogs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route To 2Nd And 3Rd Level It Support As Necessary. 6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development To Enhance Overall Team Performance. Skill Requirements 1. Proficiency In Mandarin And English For Effective Communication With Customers. 2. Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools. 3. Familiarity With Ticketing Systems And Service Desk Operations. 4. Good Problem-Solving Skills And Ability To Handle Technical Issues Independently. 5. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.

Skill Requirements

1. Proficiency In Mandarin And English For Effective Communication With Customers.

2. Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools.

3. Familiarity With Ticketing Systems And Service Desk Operations.

4. Good Problem-Solving Skills And Ability To Handle Technical Issues Independently.

5. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.

Other Requirements

Certification 1. Optional But Valuable Certifications: Comptia A+, Itil Foundation.

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.