IT Service Desk specialist- Mandarin Speaking

Kryptos Technologies UK Limited; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

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

The role involves handling incidents and requests via phone, chat or ServiceNow, assisting with password resets, Microsoft 365, and basic applications, and documenting resolutions for continuous improvement.

Qualifications

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

Responsibilities

• Provide technical assistance to international clients as the first point of contact.
• 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.
• AHT on calls should be 7 minutes.

Skills

Good communication

IT Service Desk basics

Hardware/software/networking

ITIL willingness

Job description

Good verbal and written communication skills.

Basic understanding of IT Service Desk operations.

Fundamental understanding of computer hardware, software, and networking concepts.

Willingness to learn ITIL and incident management process.

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 Service now 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.

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.