IT Service Desk specialist- Mandarin Speaking

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

Job summary

Kryptos Technologies limited is seeking a Service Desk Analyst in Kuala Lumpur to provide technical assistance to international clients. You will be the first point of contact for users calling the IT Service Desk, handling incidents via phone, chat, or ServiceNow, and assisting with password resets, M365, and basic applications issues.

You will troubleshoot common hardware, software, and connectivity problems, document incidents in the ITSM tool, and maintain a target average handling time of

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 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.

Skills

Communication

IT Service Desk

Hardware & Networking

Customer Service

ITIL Awareness

Job description

Service Desk Analyst

Location- KL

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.

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 issuesFollowing 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.