IT Service Desk Specialist - Mandarin Speaking

Kryptos Technologies limited; Kuala Lumpur; On-site; MYR 40,000 - 78,000; Full time

Job summary

Kryptos Technologies limited in Kuala Lumpur is seeking a Service Desk Analyst to provide first-line technical support to international clients. You will handle incidents and service requests via phone, chat or Servicenow, assist with password resets, Microsoft 365, and basic applications issues.

You will troubleshoot laptop/desktop/printer/connectivity problems, document incidents in the ITSM tool, and maintain a rapid average handle time of about seven minutes while ensuring customer

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

IT service desk basics

Hardware & networking basics

Customer service mindset

Willingness to learn ITIL

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.