IT Service Desk Analyst – Japanese / Korean / Cantonese Speaking

Private Advertiser; Kuala Lumpur; On-site; MYR 42,000 - 68,000; Full time

Job summary

Private Advertiser is seeking an IT Service Desk Analyst to provide first-level technical support in a regional and international environment. You will handle inquiries, troubleshoot issues, manage tickets, and ensure timely assistance in English and one required language (Japanese, Korean, or Cantonese).

Responsibilities include initial troubleshooting for Windows, Office 365, basic networking, and business applications, with escalation to Tier 2 as needed.

Qualifications

• Diploma or Degree in Information Technology, Computer Science or related field preferred.
• Fluent English mandatory.
• Multilingual capability: Japanese, Korean or Cantonese.

Responsibilities

• Provide first-level IT support via phone, email and live chat.
• Create and manage support tickets in ITSM system with clear descriptions.
• Troubleshoot routine incidents per SOPs and KB guidelines.
• Escalate complex issues to Tier 2 teams as needed.
• Maintain professional communication and timely assistance to users.

Skills

Fluent English

Japanese

Korean

Cantonese

Customer service

Problem solving

Education

Diploma or Degree in IT/CS

Tools

ITSM system

Job description

IT Service Desk Analyst – Japanese / Korean / Cantonese Speaking

We are looking for customer-focused IT Service Desk Agents to provide first-level technical support to users in a regional and international environment. You will be responsible for handling technical enquiries, troubleshooting common IT issues, managing support tickets, and ensuring users receive professional and timely assistance.

Key responsibilities

Provide first-level IT support to users via phone, email and live chat.

Respond professionally to technical enquiries and provide appropriate solutions in English and the required supported language.

Create and manage support tickets in the ITSM system, ensuring clear descriptions, appropriate categorisation and priority levels.

Troubleshoot and resolve routine incidents and service requests according to established SOPs and Knowledge Base (KB) guidelines.

Perform initial troubleshooting and diagnosis for issues involving Windows / Operating Systems, Microsoft Office / Microsoft 365, basic networking and connectivity, general IT workplace and end-user computing issues, and business applications.

Escalate unresolved or more complex incidents to the appropriate Tier 2 / technical support teams.

Follow up on escalated cases and ensure issues are properly tracked through to resolution.

Maintain professional communication and deliver a positive user experience.

Meet service quality, response time and operational requirements.

About you

Diploma or Degree in Information Technology, Computer Science or a related field is preferred.

Minimum 1 year of hands-on experience in IT Service Desk, Helpdesk, Technical Support or Customer Service support.

Good understanding of basic IT troubleshooting and end-user support.

Fluent spoken and written English is mandatory.

Fluency in at least ONE of the following languages: Japanese (JLPT N2 or above), Korean (TOPIK Level 5 or above), or Cantonese (fluent spoken).

Strong problem-solving and logical-thinking skills.

Good customer service and service-oriented mindset.

Excellent communication and interpersonal skills.

Ability to work independently as well as collaboratively within a team.

Willing and able to work on a rotating shift schedule between 6:00 AM and 12:00 AM, 5 days per week with no fixed off day.