Bilingual IT Service Desk Agent – EN/Mandarin

HPE SOLUTIONS (M) SDN BHD; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

HPE SOLUTIONS (M) SDN BHD is seeking an IT Call Desk Agent to provide bilingual English and Mandarin support to APAC clients from an on-site office in Malaysia. The role is a first-level contact for IT and non-IT requests, handling calls, live chats, tickets and emails around the clock on shift rotation.

You will diagnose, verify, and troubleshoot issues (user IDs, profiles, enterprise software, system access, OS), log and escalate complex incidents to Level 2/3, and continuously update the

Qualifications

• Minimum Diploma in Information Technology or related field.
• Minimum 1 to 2 years experience in IT Call Desk Support.
• With Call Management experience required.
• Fluent in English to handle client phone call + live chat.
• Fluent in Mandarin to handle client phone call + live chat.
• Willing to support rotational shift as operation requirement (including weekend).

Responsibilities

• Handle IT and non-IT requests as first level contact point via phone, live-chat, ticket system and email.
• Diagnose, verify requests, and troubleshoot issues (e.g., user IDs, profiles, enterprise software, system access, OS).
• Log, track, diagnose and escalate complex incidents to Level 2/3 resolver groups.
• Update knowledge base to improve first contact resolution rates.
• Ensure SLA and KPI targets are achieved.
• On-site office-based support in Malaysia.

Skills

Bilingual English

Bilingual Mandarin

Call management

Communication skills

Education

Diploma in Information Technology

Job description

HPE SOLUTIONS (M) SDN BHD is seeking an IT Call Desk Agent to provide bilingual English and Mandarin support to APAC clients from an on-site office in Malaysia. The role is a first-level contact for IT and non-IT requests, handling calls, live chats, tickets and emails around the clock on shift rotation.

You will diagnose, verify, and troubleshoot issues (user IDs, profiles, enterprise software, system access, OS), log and escalate complex incidents to Level 2/3, and continuously update the