IT Service Desk analyst

SYNNEX; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology solutions provider in Petaling Jaya is seeking a Support Technician to provide first-level support, resolve incidents, and ensure customer satisfaction. The ideal candidate should have 1-3 years of relevant experience, be proficient in Mandarin, and have an IT-related diploma. Opportunities for career growth and tailored benefits are available.

Benefits

Career growth opportunities

Professional development programs

Diversity and inclusion promotion

Qualifications

• 1 to 3 years of relevant work experience.
• Proficiency in speaking and reading Mandarin is mandatory.
• Certifications such as ITIL Foundation, Basic Microsoft O365, and CompTIA A+ are preferred.
• Strong communication skills in English and/or regional languages.
• Ability to work under stress and maintain confidentiality.

Responsibilities

• Assist the team in meeting service level agreements and customer satisfaction.
• Resolve incidents and requests using the existing knowledge base and tools.
• Participate in training to enhance technical and customer service skills.

Skills

Customer service orientation

Technical troubleshooting

Communication

Multitasking

Confidentiality

Education

Associate Degree/Diploma in IT or related field

Job description

Job Purpose:

The primary purpose of the role is to provide first-level support to TD SYNNEX colleagues, assisting in the creation of all types of incidents and service requests, and resolving more complex and technical incidents and requests, ensuring customer satisfaction throughout the process. The role involves creating incidents and requests, gathering additional data, performing medium-level troubleshooting, and escalating issues when necessary. This position requires advanced technical knowledge of the TD SYNNEX environment and applications.

Responsibilities:

1. Assist the team in meeting service level agreements and customer satisfaction by managing incidents and requests promptly (50%).
2. Resolve most incidents and requests using existing knowledge base and tools (35%).
3. Participate in training to enhance technical and customer service skills, sharing knowledge proactively (15%).
4. Willing to work in shifts and during bank holidays.

Knowledge, Skills, and Experience:

• 1 to 3 years of relevant work experience.
• Proficiency in speaking and reading Mandarin (Mandatory).
• Associate Degree/Diploma in IT or related field; certifications such as ITIL Foundation, Basic Microsoft O365, and CompTIA A+ are preferred.
• Ability to follow instructions, request clarification, and perform basic clerical and data entry tasks.
• Strong communication skills in English and/or regional languages.
• Effective interaction with all management levels and strong multicultural interpersonal skills.
• Ability to work under stress, maintain confidentiality, and work independently.
• Quick learner of new systems and technology, with intermediate computer application skills.

Key Skills:

Customer service orientation, technical troubleshooting, communication, multitasking, and confidentiality.

What’s In It For You?

• Tailored benefits to suit your country and lifestyle.
• Opportunities for career growth through leadership and professional development programs.
• Support for your physical, mental, and financial well-being.
• Promotion of diversity, equity, and inclusion.
• Networking and community engagement opportunities.

Note: If you do not meet all requirements, we encourage you to apply anyway.

We are committed to diversity and equal opportunity employment. All qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, veteran status, disability, or age.