IT Helpdesk Analyst (Korean Speaking)

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

Job summary

A leading tech company in Kuala Lumpur is seeking a Technical Support Associate to assist end-users via phone, chat, or web. The ideal candidate should be fluent in Korean and possess a Bachelor's Degree or Diploma in Computer Science or related fields. This role includes troubleshooting technical issues, guiding users, and maintaining high customer satisfaction levels. Fresh graduates are encouraged to apply, and strong communication and interpersonal skills are required for success.

Qualifications

• 0 to 1 year of experience in a call center or IT service desk environment.
• Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
• Ability to diagnose and resolve common technical issues independently.

Responsibilities

• Serve as the primary point of contact for end-users seeking technical support.
• Perform accurate and efficient remote troubleshooting using diagnostic tools.
• Guide users through step-by-step resolution processes.

Skills

Fluency in Korean

Communicative skills

Customer-centric mindset

Ability to work under pressure

Education

Bachelor’s Degree or Diploma in Computer Science or IT

Tools

Microsoft Office Suite

Remote desktop tools

Job description

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.

Job Requirements

• Language Proficiency: Fluency in Korean is mandatory.
• Education: Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
• 0 to 1 year of experience in a call center or IT service desk environment.
• Fresh graduates with relevant academic background and language skills are encouraged to apply.
• Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
• 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.

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