IT Helpdesk Analyst (Thai Speaking)

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

Job summary

A leading IT service provider is looking for a technical support specialist in Kuala Lumpur, Malaysia. The candidate must possess fluency in Thai and have at least 2 years of experience in a call center or IT service desk. Responsibilities include troubleshooting technical issues, guiding users, and providing accurate IT product information. Strong communication and interpersonal skills are essential. Fresh graduates with relevant skills are encouraged to apply.

Qualifications

• 2+ years 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.
• Analyze customer-reported issues and determine appropriate solutions.
• Guide users through step-by-step resolution processes.
• Escalate complex or unresolved issues timely to second-level support.
• Maintain detailed logs of all customer interactions.
• Provide accurate IT product information and ensure customer satisfaction.

Skills

Fluency in Thai

Excellent verbal and written communication skills

Strong interpersonal skills

Customer-centric mindset

Ability to work under pressure

Time management skills

Education

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

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.

Requirements

Language Proficiency: Fluency in Thai is mandatory.

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 hardware/software.

Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.

Ability to diagnose and resolve common technical issues independently.

Soft Skills: Excellent verbal and written communication skills.

Strong interpersonal skills and customer-centric mindset.

Ability to work effectively under pressure and manage time efficiently.