Bilingual Remote Desktop Support Analyst (Mandarin/English)

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

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.