Executive - Service Desk Analyst (Korean Language Support)

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology service provider in Kuala Lumpur is hiring for an IT support position. The successful candidate will provide assistance via phone, email, and chat, tackling issues such as password resets and hardware troubleshooting. They should be proficient in English and Korean, and have a diploma in IT or a related field. The role offers an attractive salary ranging from RM10,000 to RM12,000, along with annual and medical leave benefits.

Benefits

Attractive Salary

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• Proficient in English and Korean language (spoken and written).
• 0–2 years of experience in an IT support/service desk role.
• Desired certifications: ITIL Foundation, CompTIA A+.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Log and manage incidents and service requests in the ITSM tool.
• Perform initial diagnosis on account access and network connectivity issues.
• Monitor open tickets and ensure timely follow-up.
• Maintain accurate documentation of user interactions.

Skills

Proficient in English

Proficient in Korean

Good multitasking ability

Basic understanding of IT systems

Excellent presentation and communication skills

Good problem-solving skills

Network basics

Hardware basics

Education

Diploma/ Degree in Computer/Information Technology

Tools

ServiceNow

BMC Remedy

Microsoft Office

Job description

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Job Description

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
• Perform initial diagnosis and attempt to resolve issues related to:
• Password resets and account access.
• Email and collaboration tools.
• Operating system and basic hardware troubleshooting.
• Network connectivity (Wi‑Fi, VPN).
• Standard applications (e.g., Microsoft Office, browsers).
• Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
• Monitor open tickets and ensure timely follow‑up and closure.
• Maintain detailed and accurate documentation of user interactions and solutions provided.
• Provide status updates and communication to users on ticket progress.
• Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
• Participate in shift rotations (if applicable), including weekends and holidays as required.

Skill Requirements

• Proficient in English and Korean language (spoken and written).
• Good multitasking ability.
• Basic understanding of IT systems and troubleshooting techniques.
• Familiarity with ITIL practices is an advantage.
• Excellent computer knowledge: MS Office including MS Outlook and ability to surf the internet for information/research.
• Excellent presentation and communication skills.
• Good problem‑solving skills.
• Network basics (LAN & basic Wi‑Fi knowledge).
• Hardware basics (Motherboard / Hard disk / Memory / Display / BIOS etc.).
• Speak with good pace, articulate and have clear pronunciation.
• 0–2 years of experience in an IT support/service desk role.
• Diploma/ Degree holder in Computer/Information Technology or related disciplines.
• Desired certifications: ITIL Foundation, CompTIA A+.
• Microsoft Certified: Modern Desktop Administrator Associate (or similar).

The Package

• Attractive Salary (RM10,000 – RM12,000)
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Entry Level

Location

• Bangsar South.

Employment Type

• Full Time.