IT Helpdesk Analyst

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

Job summary

A leading IT service provider in Kuala Lumpur is seeking a Technical Support Specialist fluent in Mandarin and English. The role involves troubleshooting customer issues via multiple channels and providing effective solutions. Candidates should have at least 2 years of experience in an IT service desk environment or be fresh graduates with strong technical knowledge. This position requires excellent communication and interpersonal skills to ensure high customer satisfaction.

Qualifications

• 2+ years of experience in a call center or IT service desk environment.
• Strong understanding of operating systems and standard IT applications.
• Ability to diagnose and resolve common technical issues independently.

Responsibilities

• Serve as primary contact for end-users seeking technical support.
• Perform accurate remote troubleshooting using diagnostic tools.
• Analyze customer-reported issues and determine appropriate solutions.
• Provide up-to-date information on IT products and services.
• Collaborate with teams to improve service processes.

Skills

Fluency in Mandarin

Fluency in English

Interpersonal skills

Customer-centric mindset

Ability to work under pressure

Communication skills

Education

Bachelor’s Degree or Diploma in Computer Science, IT, or related field

Tools

Microsoft Office Suite

Remote desktop tools

Job description

Responsibilities:

• Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
• Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
• Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
• Guide users through step-by-step resolution processes with clarity and professionalism.
• Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.
• Provide accurate and up-to-date information on IT products, services, and policies.
• Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
• Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.
• Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
• Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Requirements:

• Language Proficiency: Fluency in Mandarin and English is mandatory. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Education: Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
• Experience: 2+ years of experience in a call center or IT service desk environment.
• Fresh graduates with relevant academic background and language skills are encouraged to apply.
• Technical Competencies: Strong understanding of operating systems, mobile technologies, and standard IT applications; familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.
• Ability to diagnose and resolve common technical issues independently.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric mindset.
• Ability to work effectively under pressure and manage time efficiently.