Service Desk Analyst- Mandarin

Abhidi Solution; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a dynamic IT leader in Kuala Lumpur, where innovation meets expertise. As a Service Desk Analyst, you'll be pivotal in providing top-tier support for hardware and software across multiple platforms. Your role will encompass troubleshooting issues, managing assets, and ensuring seamless operations for users, including executives. This position offers a vibrant work environment, where your contributions will help shape the future of IT solutions. Be part of a team that values your skills and dedication, and explore endless opportunities for growth and development in the ever-evolving tech landscape.

Qualifications

• 3-5 years of IT experience, including technical training.
• Strong knowledge of Windows and MacOS systems.

Responsibilities

• Install and troubleshoot software on Windows and MacOS.
• Manage hardware assets and provide user support.

Skills

Windows Support

MacOS Support

Troubleshooting

Networking (TCP/IP)

Communication Skills

ITSM Tools

Education

Diploma/Bachelor’s in Information Technology

Tools

MS Office Suite

ITSM Tools (e.g., Remedy)

Job description

Image and install software on Windows and Apple laptops/desktops, including iMacs, ensuring proper configuration for new setups, system moves, additions, and changes.

Provide remote software installation and support.

Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices.

Install, maintain, and troubleshoot printers. Provide break/fix support as needed.

Oversee the disposal, redeployment, and reclamation of hardware assets.

Ensure all incoming equipment is properly tagged and entered into the asset management system.

Maintain an accurate inventory of hardware, and provide weekly reports on physical counts and outflows of equipment.

Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.

Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability.

Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.

Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.

Provide walk-up support for end users, addressing hardware and software issues promptly.

Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.

Provide audio and video support, including system health checks and troubleshooting.

Work with external vendors to coordinate dispatch and repair support, ensuring timely resolution of hardware issues.

Open, manage, and close service requests. Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).

Manage the classification, assignment, and tracking of requests to ensure efficient completion.

Collaborate with cross-functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.

Ensure that all hardware and software resolutions align with company policies, standards, and best practices.

Qualifications:

Diploma/Bachelor’s degree in Information Technology/related field OR equivalentexperience.

3-5 years of IT experience, including technical training.

At least 2 years of experience in a Global Service Desk Team or similar support role.

Strong knowledge of Windows and MacOS (including laptops).

Experience with Windows 10 imaging.

Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).

Experience with networked printers (queue creation, server maintenance).

Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).

Experience using ITSM tools (e.g., Remedy, HP Service Center).

Knowledge of Active Directory and Exchange (user accounts, mailboxes, distribution lists).

Experience supporting desktop/laptop computers, printers, and mobile devices (PDA, Blackberry).

Strong written and verbal communication skills.

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Human Resources & Recruitment 51-100 employees

Abhidi is a global IT leader headquartered in Kuala Lumpur, Malaysia. We epitomise the dynamic fusion of Human Expertise + Cutting-Edge Intelligence, where innovation ignites, and boundless opportunities surface. Our innovative solutions seamlessly align IT strategies with business goals, underpinned by an unwavering commitment to progress and growth. At Abhidi, we are dedicated to enhancing our clients' business success by providing exceptional IT expertise and top-tier talent across the vibrant APAC region. We strategically place highly skilled IT professionals and ensure smooth transitions when needed. With a diverse team of experts and forward-thinking minds worldwide, we continuously refine our methods, understanding that adapting to the ever-changing world of human intelligence is key to securing the best talent. Our unwavering focus on core practices, including Talent Analytics and Technology, ensures consistent excellence and innovation, positioning us alongside industry leaders. Abhidi is a well-respected and award-winning organization in the IT industry, known for our excellence and commitment. We are your trusted partner in navigating the evolving IT landscape, bridging the gap between immediate operational needs and long-term strategic excellence. Join us at Abhidi to explore endless possibilities, where we turn conversations into concrete achievements.

Abhidi is a global IT leader headquartered in Kuala Lumpur, Malaysia. We epitomise the dynamic fusion of Human Expertise + Cutting-Edge Intelligence, where innovation ignites, and boundless opportunities surface. Our innovative solutions seamlessly align IT strategies with business goals, underpinned by an unwavering commitment to progress and growth. At Abhidi, we are dedicated to enhancing our clients' business success by providing exceptional IT expertise and top-tier talent across the vibrant APAC region. We strategically place highly skilled IT professionals and ensure smooth transitions when needed. With a diverse team of experts and forward-thinking minds worldwide, we continuously refine our methods, understanding that adapting to the ever-changing world of human intelligence is key to securing the best talent. Our unwavering focus on core practices, including Talent Analytics and Technology, ensures consistent excellence and innovation, positioning us alongside industry leaders. Abhidi is a well-respected and award-winning organization in the IT industry, known for our excellence and commitment. We are your trusted partner in navigating the evolving IT landscape, bridging the gap between immediate operational needs and long-term strategic excellence. Join us at Abhidi to explore endless possibilities, where we turn conversations into concrete achievements.

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