Bilingual Windows Support Analyst (EN/JP) - Remote

HCL Technologies Limited; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

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

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.