Service Desk Analyst

HCLTech; Kuala Lumpur; Remote; MYR 100,000 - 150,000; Full time

Job summary

Join a dynamic and innovative team that provides essential remote desktop support in a global setting. This role involves diagnosing and resolving a variety of IT issues, from hardware to software, ensuring a seamless experience for end users. You will collaborate with internal support staff and vendors, administer user accounts, and maintain high standards of customer satisfaction. If you are passionate about technology and possess strong communication skills, this is an exciting opportunity to grow your career in a supportive environment that values teamwork and professional development.

Qualifications

• 1-3 years of experience in service desk/IT helpdesk/technical support.
• Proficient in Mandarin and English to support China Market.

Responsibilities

• Provide level 1 remote desktop support and perform activities based on SOPs.
• Diagnose and resolve hardware, software, and network problems.

Skills

Service Desk Support

Technical Support

Communication Skills

Problem Solving

Windows OS

Active Directory

ITSM Tools

MS Office Suite

Mandarin Proficiency

Teamwork

Education

Bachelor Degree in IT

Tools

ServiceNow

Job description

Provide level 1 remote desktop support and perform activities based on SOPs.

1. Route issues to internal 2nd and 3rd level IT support staff.
2. Diagnose and resolve hardware, software, and network problems via telephone, email, and chat for end users.
3. Coordinate with vendors and support staff for hardware, software, and network issues.
4. Administer user account provisioning.
5. Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up.
6. Evaluate, analyze, and set up PC-based software products (e.g., MS Office, email, databases).
7. Identify, evaluate, and prioritize customer problems and complaints.
8. Train users and operators on limited basis and/or write training procedures.
9. Participate in ongoing training and departmental development.
10. Perform routine maintenance updates with IT staff and business units.
11. Document standards, configurations, and diagrams.
12. Transfer knowledge of EUC operations.
13. Document issues and resolutions, maintain knowledge base.
14. Use Incident Management System to document and manage problems and requests.
15. Adhere to quality standards, regulatory requirements, and company policies.
16. Ensure positive customer experience and CSAT through First Call Resolution, maintaining low AHT, and minimizing reopened cases.
17. Maintain high login efficiency for customers.

Requirements:

1. Bachelor Degree in IT, Computer Science, or related field.
2. 1 to 3 years of experience in service desk/IT helpdesk/technical support in a global setting.
3. Proficient in Mandarin and English to support China Market.
4. Hands-on experience with Windows 7, 10, 11.
5. Knowledge of server, network, storage, and other IT infrastructure devices.
6. Proficiency in Active Directory and Exchange.
7. Familiarity with ITSM tools like ServiceNow.
8. Knowledge of MS Office Suite.
9. Support knowledge for laptops, desktops, printers, PDAs, and Blackberry devices.
10. Strong communication skills.
11. Ability to work in on-site/off-shore model ensuring seamless communication.
12. Ability to work independently and in a team.
13. Effective triage skills under pressure.

Application Questions:

• Expected monthly basic salary.
• Qualifications.
• Years of experience as a service desk analyst.
• Languages spoken fluently.
• English language skills rating.
• Notice period required to current employer.