IT Service Desk Analyst (Multilingual)

Private Advertiser; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

Private Advertiser is seeking an IT Service Desk professional to provide onsite support in Kuala Lumpur, Malaysia. You will handle incidents via phone, email and chat, troubleshoot Windows, Office 365, networking and business apps, and manage tickets to meet SLAs.

Roles include language-specific positions (Japanese, Korean, Thai, Cantonese) and require English proficiency with additional languages. Working arrangements are 5 days a week with rotating weekends and day shifts.

Qualifications

• Minimum Diploma in IT, Computer Science or a related discipline.
• Minimum 1 year of experience in IT Service Desk, Helpdesk, Technical Support or Customer Service.
• Good command of spoken and written English is required.
• Additional language proficiency is required for language-specific positions (Japanese, Korean, Thai, Cantonese).
• Knowledge of Microsoft 365, Windows, networking and general IT troubleshooting is an advantage.
• Experience with ITSM tools such as ServiceNow or BMC Remedy is an advantage.

Responsibilities

• Provide professional IT support to users via phone, email and live chat.
• Troubleshoot and resolve IT-related incidents (Windows, Office 365, network, business apps).
• Log, categorize, prioritize and track incidents using ITSM systems.
• Escalate complex issues to appropriate support teams and follow up until resolution.
• Ensure timely resolution in line with SLAs.
• Maintain accurate ticket documentation and provide updates to users.
• Deliver excellent customer service and communicate professionally with regional stakeholders.

Skills

Problem-solving

Communication

Interpersonal skills

Teamwork

Education

Diploma in IT/Computer Science

Tools

ITSM tools (ServiceNow, BMC Remedy)

Job description

Provide professional IT support to users via phone, email and live chat.

Troubleshoot and resolve IT-related incidents involving Windows operating systems, Microsoft Office 365, network connectivity and business applications.

Log, categorize, prioritize and track incidents and service requests using IT Service Management (ITSM) systems.

Provide first-level technical assistance in accordance with established Standard Operating Procedures (SOPs) and Knowledge Base (KB) guidelines.

Escalate unresolved or complex technical issues to the appropriate support teams and follow up until resolution.

Ensure timely resolution of incidents and service requests in accordance with service level agreements (SLAs).

Maintain accurate ticket documentation and provide regular updates to users.

Deliver excellent customer service and maintain professional communication with regional stakeholders.

Job Requirements

Minimum Diploma in IT, Computer Science or a related discipline. Candidates from other academic backgrounds with relevant experience are welcome.

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

Good command of spoken and written English is required.

Additional language proficiency is required for the respective language-specific positions:

Japanese: JLPT N2 or above, with good spoken and written Japanese proficiency.

Korean: Native-level Korean proficiency or TOPIK Level 5 and above.

Thai: Fluent spoken and written Thai.

Cantonese-speaking ability will be an added advantage, particularly for communication with Hong Kong users and stakeholders.

Knowledge of Microsoft 365, Windows, networking and general IT troubleshooting is an advantage.

Experience with ITSM tools such as ServiceNow or BMC Remedy is an advantage.

Strong problem-solving, communication and interpersonal skills.

Ability to work independently and collaboratively in a fast-paced environment.

Experience supporting multinational companies, Japanese or Korean organizations, or the luxury retail industry is an advantage.

Working Arrangements

Work Arrangement: Fully onsite (no hybrid or remote arrangement).

Working Days: 5 days per week on a rotational schedule, including weekends and public holidays when rostered.

Working Hours: 9 hours per shift, inclusive of a 1-hour meal break.

Shift Coverage: Between 6:00 AM and 12:00 AM.

Rest Days: Based on the assigned roster; no fixed weekends off.

Why Join Us?

Opportunity to support international users and regional business operations.

Exposure to multinational IT service desk environments.

Gain hands-on experience in IT service management and technical troubleshooting.

Work in a collaborative, multicultural environment.