ANALYST

HCL Technologies; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global technology company in Kuala Lumpur is seeking an Analyst in Support & Operations to provide Level 1 remote desktop support. The role requires proficiency in Mandarin and English, strong problem-solving skills, and a customer-oriented approach. Responsibilities include diagnosing technical issues and ensuring compliance with service level agreements. Ideal candidates may have ITIL or CompTIA certifications. This position offers the opportunity to enhance customer satisfaction in a supportive environment.

Qualifications

• Basic understanding of Windows operating systems and common hardware/software issues.
• Knowledge of quality standards and regulatory requirements in IT support.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving technical issues.
• Document worklogs accurately and route complex issues to higher-level support teams.
• Strive for first-call resolution and minimize average handling time.

Skills

Proficient in Mandarin and English

Strong verbal and written communication skills

Strong problem-solving skills

Customer service orientation

Tools

Remote Desktop Support tools

Ticketing systems

Job description

No. of Positions

1

About HCLTech

HCLTech is a global technology company, spread across 60 different 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. We are powered by our people, a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Job Summary

The Analyst in Support & Operations plays a crucial role in delivering exceptional Level 1 remote desktop support. This position focuses on resolving technical issues efficiently while adhering to service level agreements (SLAs) and maintaining high standards of quality. The Analyst is pivotal in enhancing customer satisfaction and ensuring a seamless user experience. (1.)

Key Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email or chat, ensuring adherence to ticket volume and SLA timelines.
• Uphold quality standards in voice and accent communication, and comply with regulatory requirements and company policies during interactions with customers.
• Strive for positive customer experiences by achieving first‑call resolution and minimizing average handling time, while effectively managing rejected resolutions and reopened cases.
• Maintain high availability and login efficiency to ensure prompt assistance for customers during support interactions.
• Document worklogs accurately and follow established shift and escalation processes to route complex issues to the appropriate support specialists or higher‑level IT support teams.
• Engage in value‑adding activities such as updating the knowledge base and pursuing self‑development initiatives to enhance support capabilities.

Skill Requirements

• Proficient in Mandarin and English with strong verbal and written communication skills.
• Basic understanding of Windows operating systems and common hardware/software issues.
• Familiarity with Remote Desktop Support tools and ticketing systems.
• Strong problem‑solving skills and customer service orientation.
• Knowledge of quality standards and regulatory requirements in IT support.

Certification

• Optional but valuable: ITIL Foundation Certification.
• Optional but valuable: CompTIA A+ Certification.