Analyst - English, Japanese, Microsoft Windows

HCL Technologies Limited

Kuala Lumpur

On-site

MYR 36,000 - 60,000

Full time

14 days+

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Job summary

HCLTech in Kuala Lumpur seeks a bilingual Analyst fluent in English and Japanese to deliver Level 1 remote desktop support. The role focuses on prompt issue resolution, adherence to SLAs, and high-quality customer interactions while supporting Windows environments.

Responsibilities include diagnosing hardware, software, and network issues, maintaining logs, and escalating complex cases to higher levels when needed. A strong emphasis on knowledge sharing and continuous improvement is expected.

Qualifications

Proficiency in Japanese and English for effective customer communication.
Basic knowledge of Windows operating systems and troubleshooting.
Familiarity with remote desktop support tools and ticketing systems.
Understanding of service level agreements (SLAs) and customer service best practices.

Responsibilities

Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via phone, email and chat in Japanese and English.
Maintain high-quality standards with clear voice and customer-focused communication.
Strive for first call resolution and minimize average handling time by effective issue management.
Ensure login efficiency by monitoring and managing support queues.
Update worklogs accurately and follow escalation processes for complex issues to higher-level IT staff.
Engage in knowledge base updates and self-development to improve technical skills and service delivery.

Skills

Japanese

English

Windows basics

SLA awareness

Tools

Remote Desktop Tools

Ticketing Systems

Job description

Analyst - English, Japanese, Microsoft Windows Analyst - English, Japanese, Microsoft Windows Malaysia Job Description Analyst - English, Japanese, Microsoft Windows Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

The Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This role is essential for ensuring that customer issues are resolved promptly and effectively, contributing to overall customer satisfaction and operational efficiency. The Analyst must leverage their proficiency in Japanese and English to facilitate communication and support, while adhering to the organization's service level agreements (SLAs) and quality standards.

Key Responsibilities

Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat Communication In Both Japanese And English, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
Maintain High-Quality Standards By Demonstrating Excellent Voice And Accent Communication Skills While Following Regulatory Requirements And Company Policies During Customer Interactions.
Enhance Customer Experience By Striving For First Call Resolution And Minimizing Average Handling Time (Aht), Effectively Managing Rejected Resolutions And Reopened Cases.
Ensure High Login Efficiency And Availability For Customers By Actively Monitoring And Managing Support Queues.
Update Worklogs Accurately And Follow The Shift Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Technical Skills And Service Delivery.

Skill Requirements

Proficiency In Japanese And English For Effective Communication With Customers.
Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
Familiarity With Remote Desktop Support Tools And Ticketing Systems.
Understanding Of Service Level Agreements (Slas) And Customer Service Best Practices.

Other Requirements

Optional: Itil Foundation Certification For Improved Understanding Of It Service Management Principles 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.