Helpdesk Analyst - English and Japanese,

NTT America, Inc.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global IT services provider is seeking a Helpdesk Analyst fluent in English and Japanese to provide exceptional IT support in Kuala Lumpur. Ideal candidates will have experience in MAC support and strong troubleshooting skills. Responsibilities include onboarding, issue escalation, and IT tool discovery in a team-oriented environment. This position requires flexibility for rotational shifts and overtime as needed.

Qualifications

• Provide IT service desk support and training for end-users.
• Experience with MAC support is preferred.
• Willing to work in a 24*7 rotational shift.

Responsibilities

• Support IT onboarding activities for end-users.
• Record, update and escalate support issues promptly.
• Engage in discovery of new IT business tools.

Skills

English communication skills

Japanese communication skills

Customer service skills

Troubleshooting skills

Team player

Tools

macOS

Jamf Pro

ITIL best practices

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Analyst - English and Japanese, to join our team in Kuala Lumpur, Selangor (MY-10), Malaysia (MY).

Responsibilities and Qualifications

• Provide exceptional IT Service Desk support, guidance and training to end-users for various IT devices, applications or processes. Experience with MAC support is highly preferred.
• Familiarity with latest macOS
• Strong troubleshooting knowledge of macOS, Apple Hardware, Safari, Chrome, MS Office & COTS applications etc.
• Sound knowledge of ITIL best practices around Incident & Request Management procedures.
• Understanding on how MDM solutions (Jamf/Intune) work.
• Apple Device Support Certification (Added advantage).
• Familiarity with Jamf Pro (Added advantage)
• Record, Update and Escalate Support issues to the next level in a timely manner.
• Support all IT onboarding activities for end-users
• Work with our internal IT Teams on system testing, integration and maintenance.
• Engage in discovery of new IT business tools, to support our business users as well as our internal IT Team.
• Seek, Suggest, Evaluate and implement process and Technology improvements.
• Willing to learn & grow in other IT Business areas
• Excellent English and Japanese, written and verbal communication skills.
• Exceptional customer service skills.
• Great Team player
• Great communication skills, comfortable working with various stakeholders
• Strong troubleshooting skills, bug finding, and resolution
• Ability to work independently within a diverse global team
• Basic IT software and hardware troubleshooting knowledge and skills (Mac, Windows and Microsoft Environment)
• Flexible and willing to work in a Rotational 24*7. The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend’s basis business requirement.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.