IT Service Call Desk Agent

HPE SOLUTIONS (M) SDN BHD; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

HPE SOLUTIONS (M) SDN BHD is seeking an IT Call Desk Agent to provide bilingual English and Mandarin support to APAC clients from an on-site office in Malaysia. The role is a first-level contact for IT and non-IT requests, handling calls, live chats, tickets and emails around the clock on shift rotation.

You will diagnose, verify, and troubleshoot issues (user IDs, profiles, enterprise software, system access, OS), log and escalate complex incidents to Level 2/3, and continuously update the

Qualifications

• Minimum Diploma in Information Technology or related field.
• Minimum 1 to 2 years experience in IT Call Desk Support.
• With Call Management experience required.
• Fluent in English to handle client phone call + live chat.
• Fluent in Mandarin to handle client phone call + live chat.
• Willing to support rotational shift as operation requirement (including weekend).

Responsibilities

• Handle IT and non-IT requests as first level contact point via phone, live-chat, ticket system and email.
• Diagnose, verify requests, and troubleshoot issues (e.g., user IDs, profiles, enterprise software, system access, OS).
• Log, track, diagnose and escalate complex incidents to Level 2/3 resolver groups.
• Update knowledge base to improve first contact resolution rates.
• Ensure SLA and KPI targets are achieved.
• On-site office-based support in Malaysia.

Skills

Bilingual English

Bilingual Mandarin

Call management

Communication skills

Education

Diploma in Information Technology

Job description

IT Call Desk Agent solid bilingual handling skill for both language English + Mandarin. As first level contact point for IT request inclusive IT Technical and Non-Technical request. With experience on call management, communication soft-skill to assist client urgent request, via Incoming Call, Live-Chat, Ticket System and Email received and require to response by Team of agents on 24 hours on shift rotation.

Roles and Responsibilities

Strong Bilingual support for English speaking APAC client inclusive Australia and India.

Strong Bilingual support for Mandarin speaking APAC client inclusive China area.

IT Call Desk Agent for end-users IT technical and Non-IT related assistance via phone call, live-chat, ticket-systems and email replying.

Perform diagnose, verification request, and troubleshoot problem raise, i.e. User ID, Profile, Enterprise software applications, System access, Microsoft OS / Apple MAC OS and etc.

Accurately log, track, diagnose and escalation complex incident to level 2/Level3 resolver groups.

Update knowledge base to improve first contact resolution rates.

Ensure SLA and require KPI is achieve always.

Office base (on-premises) Support Only.

Background

Minimum Diploma in Information Technology or related field.

Minimum 1 to 2 years experience in IT Call Desk Support required.

With Call Management experience required.

Fluent in English to handle client phone call + live chat (Strong English Speak/Read/Write)

Fluent in Mandarin to handle client phone call + live chat (Strong Mandarin Speak/Read/Write)

Communication soft-skill on handle phone call (or chat) from customer need urgent assist.

Willing to support rotational shift as operation requirement (including weekend).

Salary will depends Language level, communication skill and past year experience.

Computer Software & Networking 51-100 employees

HPE SOLUTIONS (M) SDN BHD is well established IT system integrated & IT solutions provider. We provide IT solutions, support and services involve End User Product, Server/Network Infrastructure and Wireless solutions. From assessment, implementation, testing to handover IT project end-to-end. Our Head Office and Helpdesk operate in Puchong with countrywide coverage.

With today business marketplace, Information Technology (IT) enables high speed of information sharing, integration and data save keeping. However, advanced and sophisticated high-tech may bring unprecedented challenges and threats. The safe-guided, security locked & encryption protection on valuable data is a must and essential today, that's what we do best.

HPE SOLUTIONS (M) SDN BHD is well established IT system integrated & IT solutions provider. We provide IT solutions, support and services involve End User Product, Server/Network Infrastructure and Wireless solutions. From assessment, implementation, testing to handover IT project end-to-end. Our Head Office and Helpdesk operate in Puchong with countrywide coverage.

With today business marketplace, Information Technology (IT) enables high speed of information sharing, integration and data save keeping. However, advanced and sophisticated high-tech may bring unprecedented challenges and threats. The safe-guided, security locked & encryption protection on valuable data is a must and essential today, that's what we do best.