GlobalCore IT Specialist

Deloitte PLT; Kuala Lumpur; On-site; MYR 40,000 - 50,000; Full time

Job summary

A prominent consulting firm in Kuala Lumpur seeks a GlobalCore IT Specialist. In this role, you will assist employees with technology problems and resolve issues for computer-literate customers. Candidates should have a bachelor's degree, 1-4 years of call center experience, and excellent communication skills in English and Bahasa Melayu. Responsibilities include optimizing laptops, troubleshooting smartphones, and contributing to knowledge databases. This role demands strong interpersonal skills and an ability to perform under pressure, offering a dynamic work environment.

Qualifications

• 1–4 years of Call Center experience.
• Strong interpersonal and communication skills.
• Ability to perform under pressure.

Responsibilities

• Assist employees with technology problems via inbound channels.
• Resolve issues for computer literate customers.
• Stay current on support changes.

Skills

Excellent knowledge of Microsoft Outlook

Active Directory management

Experience with MS Teams

Windows laptop performance optimization

Smartphone OS troubleshooting

Hardware support

Excellent command of English

Business acumen

Knowledge of networking

Strong interpersonal skills

Education

Bachelor's degree

Tools

MS Office

Windows operating system

Mac operating system

Job description

DRSC GlobalCore IT Specialist

Location: Kuala Lumpur, MY

Ready to unleash your potential? At Deloitte, our purpose is to make an impact that matters.

We strive to advise clients on purpose‑led growth and embed equitable, inclusive and sustainable business practices. We seek talented individuals driven to excel and innovate.

Work you will do

Assist Deloitte employees with technology problems via inbound channels, resolving issues directly or escalating to other teams. High expectations to resolve within the interaction for computer literate customers with priority on accuracy.

• Excellent knowledge of Microsoft Outlook, O365, hybrid On‑Prem/Exchange Online.
• Active Directory – password reset, account management, mailbox & DL management.
• Experience with MS Teams, OneNote, OneDrive for Business and Mobile Device Management.
• Windows laptop performance optimization, reconfiguration and upgrade.
• Smartphone OS troubleshooting (Android, iOS) including email sync and hotspot.
• Hardware support for laptop, printer, MFD and other peripherals.

What we need

• Use the right tools & knowledge, provide quality service and stay current on support changes.
• Treat customers with courtesy and respect following Quality Guidelines.
• Follow established processes, procedures and firm policies while maintaining compliance.
• Stay current on new deployments and system updates.
• Report potential call drivers to leadership.
• Meet KPIs – FCR, Schedule Adherence, Quality, CSAT.
• Contribute to Knowledge Database and process improvements.
• Support Firm Emergency processes.
• Maximize availability to support inbound contacts.
• Appropriate handling of contacts and escalation.
• Handle PII and confidential information according to guidelines.
• Take initiative and own your career.
• Stay current on tools used to support customers.

Your role as a leader

At Deloitte, we empower people to be leaders. Analysts are expected to:

• Commit to personal learning and development.
• Understand daily work contribution to team and business priorities.
• Show accountability in personal performance.
• Develop effective communication and relationship building with stakeholders.
• Demonstrate appreciation for teamwork.
• Understand Deloitte's success fundamentals.
• Show integrity and awareness of strengths and differences.
• Offer fresh perspective and understanding of Deloitte.

Requirements

• 1–4 years of Call Center experience.
• Bachelor’s degree.
• Excellent command of English and Bahasa Melayu.
• Strong interpersonal and communication skills.
• Business acumen and adaptability.
• Knowledge of networking and internet connectivity for desktop and portable systems.
• Knowledge of MS Office, especially Outlook.
• Knowledge of computer hardware, software, and operating systems Windows and Mac.
• Ability to perform under pressure.