IT Service Desk Engineer – Frontline Tech Support

Tata Consultancy Services; Kuala Lumpur; On-site; MYR 26,784 - 42,408; Full time

Job summary

Tata Consultancy Services in Kuala Lumpur seeks an IT Helpdesk Associate to provide technical assistance and support for computer systems, hardware, and software. You will respond to queries by phone, chat or email, perform remote troubleshooting, and guide users through problem solving.

You will document incidents, escalate when needed, and look for ways to improve support procedures. The role requires clear communication, patience with customers, and a customer‑oriented mindset.

Qualifications

• Strong technical knowledge of computer systems, hardware and software.
• Excellent communication to understand problems and explain solutions clearly.
• Customer-oriented and patient when dealing with difficult customers.

Responsibilities

• Serve as first point of contact for customers seeking technical assistance via phone, chat, or email.
• Perform remote troubleshooting using diagnostic techniques and questions.
• Walk customers through problem-solving steps and resolve or escalate issues.
• Direct unresolved issues to higher-level support.
• Provide accurate information on IT products or services.
• Record events and resolutions in logs and maintain customer status.
• Follow up to update customers and capture feedback for process improvements.
• Install, modify, and repair computer hardware and software as required.
• Determine best solutions based on customer details.

Skills

Technical knowledge

Communication

Customer-oriented

Tools

Diagnostic software

Job description

Tata Consultancy Services in Kuala Lumpur seeks an IT Helpdesk Associate to provide technical assistance and support for computer systems, hardware, and software. You will respond to queries by phone, chat or email, perform remote troubleshooting, and guide users through problem solving.

You will document incidents, escalate when needed, and look for ways to improve support procedures. The role requires clear communication, patience with customers, and a customer‑oriented mindset.