IT Service Desk Specialist - Mandarin Speaking

Kryptos Technologies limited; Kuala Lumpur; On-site; MYR 47,000 - 73,000; Full time

Job summary

Kryptos Technologies limited is seeking a Service Desk Analyst to provide technical assistance to our international clients. You will be the first point of contact for users calling the IT Service Desk.

Responsibilities include responding to incidents and service requests via phone, chat, or ServiceNow, assisting with password resets, Microsoft 365 support, and troubleshooting laptops, desktops, printers, and connectivity issues.

Qualifications

• 2–5 years of experience in IT Service Desk or similar role.
• Excellent communication and customer service mindset.
• Basic troubleshooting of hardware, software, and networking.
• Willingness to learn ITIL and incident management processes.
• Strong documentation skills.

Responsibilities

• Provide technical assistance to international clients and be the first point of contact.
• Respond to incidents and service requests via phone, chat, or ServiceNow.
• Assist users with password resets, Microsoft 365 support, and basic applications issues.
• Troubleshoot common laptop, desktop, printer, connectivity problems.
• Document incidents and resolutions in the ITSM tool.
• Aim for an average handle time (AHT) of 7 minutes during on-call support.

Skills

Communication Skills

Problem Solving Ability

Technical Knowledge

Learning Agility

Team collaboration

Tools

ServiceNow

Microsoft 365

Job description

Service Desk Analyst

Location- KL, Malaysia

Full time- Permanent

Experience- 2-5 Years

Must have Experience.

• Good verbal and written communication skills.
• Basic understanding of IT Service Desk operations.
• Fundamental understanding of computer hardware, software, and networking concepts.
• Strong customer service attitude.
• Willingness to learn ITIL and incident management process.

Parameters

Communication Skills:

Problem Solving Ability

Technical Knowledge:

Learning Agility:

Team collaboration:

Job Description

• We are looking for a Service Desk Engineer to provide technical assistance to our international clients. They will be the first point of contact for the users who call our IT Service Desk.
• Respond to incidents and service requests via Phone, chat or Servicenow ticketing system.
• Assist users with password resets, Microsoft 365 support, and basic applications issues.
• Troubleshoot common laptop, desktop, printer, connectivity problems.
• Document incidents and resolutions in the ITSM tool.
• While supporting the user on call, AHT needs to be 7 minutes.

Core Competencies

• Excellent customer service mindset.
• Strong listening and communication skills.
• Basic troubleshooting skills.
• Ability to learn quickly.
• Attention to detail.
• Time management and organizational skills.
• Positive and professional attitude.

Operational Requirement

• Responding to queries via chat, email, or phone
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Following up and coordinating with other teams/Partners to resolve customer issues.
• Recommending improvements and fix process gaps
• Remotely accessing hardware or software for clients to make changes and fix problems
• Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
• Follow up on pending tickets and updates
• The Go-to person for directing the requester for finding a solution with the right stake holders
• Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.