ANALYST, REGIONAL SERVICE DESK

Ricoh Asia Pacific Pte Ltd.; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Ricoh Asia Pacific Pte Ltd. is seeking a motivated Service Desk Analyst to join our regional IT support team in Kuala Lumpur. You will provide first-line technical assistance to end-users via phone, email, and chat, resolving PC, mobile, printer, software, and network issues.

Fluency in English, Cantonese and Mandarin is required to support our diverse user base. You will document incidents, escalate complex problems, maintain knowledge bases, and contribute to training materials while

Qualifications

• Diploma in Information Technology, Computer Science, or related field.
• 2–3 years of service desk or IT support experience is preferred.
• Fluency in English, Cantonese and Mandarin is required.

Responsibilities

• Provide first-line support to end users via phone, email and chat for PC, desktop, mobile, printer, hardware, software and network issues.
• Diagnose and resolve issues or escalate to senior staff as needed.
• Document incidents and requests with accurate records in the ticketing system.
• Maintain knowledge base articles and support documentation.
• Assist with user guidance and training materials.

Skills

English

Cantonese

Mandarin

Troubleshooting

Education

Diploma in Information Technology/Computer Science or related field

Tools

Windows OS

macOS

Office 365

VPN

Antivirus

Job description

Select how often (in days) to receive an alert:

We are seeking a motivated and customer-focused Service Desk Analyst who is fluent in English, Cantonese and Mandaring language to join our dynamic IT support team. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a commitment to providing exceptional service to our diverse user base. As a Regional Service Desk Analyst, you will be responsible for delivering timely and efficient support for technical issues and ensuring high levels of user satisfaction.

Job Description

Technical Support

• Provide first-line support to end-users via phone, email, and chat to address PC, desktop, mobile, printer, hardware, software, and network issues.
• Diagnose and resolve technical problems, escalating complex issues to senior support staff as needed.
• Document and track all incidents and service requests in the ticketing system, ensuring detailed and accurate records.

Language Support

• Offer support in English, Cantonese and Mandaring language, catering to users from various linguistic backgrounds.
• Translate technical information and instructions for English speaking users as required.

Customer Service

• Deliver high-quality customer service, demonstrating patience, empathy, and professionalism.
• Assist users in understanding and effectively using IT systems and applications.
• Follow up with users to ensure issues are resolved to their satisfaction and provide additional support if necessary.

Knowledge Management

• Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.
• Contribute to the development of training materials and user guides.

Continuous Improvement

• Participate in regular training and professional development to stay current with emerging technologies and best practices.
• Suggest improvements to processes and procedures to enhance the efficiency and effectiveness of the service desk

Key Performance Measures

• Resolution of incidents, requests and problems in line with:
• End user satisfaction with services
• Contribute to team goals, objective and team meeting
• Creation/ update of the documentation within managed area

Education

Education and Experience:

• Diploma in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Previous experience in a service desk or IT support role is preferred. (2 – 3 years)

Skills

Mandarin and Cantonese speaking is compulsory, as this role caters to the Chinese market

Technical Skills

• Proficiency in troubleshooting PC, desktop, mobile, printer, hardware, software, and network issues.
• Familiarity with common operating systems (Windows, macOS) and applications (Office 365, email clients, VPN, Antivirus).

Language Skills

• Fluent in English, Cantonese and Mandarin language, with strong written and verbal communication skills.
• Fluency in both written and spoken Cantonese and Mandarin as well is preferred.

Soft Skills

• Excellent problem-solving abilities and a proactive approach to resolving issues.
• Strong customer service orientation and ability to manage multiple priorities in a fast-paced environment
• Effective interpersonal skills and the ability to work collaboratively within a team.

• Note:

Scope of work will be revised depending on the management needs or request.
Others related duties as and when assigned by the superior from time to time

Information provided will be treated in strict confidence and only be used for recruitment related purposes. All personal data of unsuccessful candidates will be destroyed on completion of the recruitment exercise.