IT Service Desk specialist with Mandarin

Wlgroup; Kuala Lumpur; Remote; MYR 150,000 - 200,000; Full time

Job summary

A leading global IT solutions provider in Kuala Lumpur is seeking a Help Desk Specialist. You will serve as the primary contact for end users, manage tickets and coordinate resolutions. Ideal candidates should have 2-4 years of help desk experience, strong troubleshooting skills, and fluency in English and Mandarin. This role offers remote work flexibility.

Qualifications

• 2-4 years of experience in a Help Desk role.
• Basic understanding of Enterprise IT infrastructure.
• 3+ years supporting various operating systems.

Responsibilities

• Primary contact point for end users.
• Qualify and open tickets for remediation.
• Regularly update and follow up on tickets.

Skills

Help Desk Skills

Remote support

Troubleshooting

Communication

ITIL Standards

O365 Administration

Email Client Issues

Education

Bachelor's/Master's Degree in Computer Engineering or Information Technology

ITIL V4 Certification

Modern Desktop Administrator (MD 103)

Job description

Overview

Are you ready to join a cutting-edge Digital Solution Company and help to shape the future of business IT solutions?

Our client is a leading global provider of IT solutions and services, known for their customer-centric approach to digital transformation. With a rich history dating back to 1996, they have continually evolved to meet the changing needs of their customers. Their services encompass consulting, technology, and outsourcing, delivering innovative solutions to complex challenges. They have also been honored multiple times as a top employer, including being named a Great Place To Work from 2015 to 2025.

Responsibilities

• Primary contact point for end users via phone/Chat/self-service tickets.
• Qualify and Open tickets for remediation of events.
• Triage Tickets to respective teams.
• Regular update and follow up on tickets in the queue
• Follow up tickets till closure.
• Ability to manage a variety of technically complicated tasks effectively
• Experience in Remote support and troubleshooting skills.
• Understanding of Basics Hardware accessories / devices and peripherals
• Excellent oral and written communications skills
• Exposure in practicing ITIL standards for Infrastructure management

Qualifications

• 2-4 years of call taking profile with core Help Desk Skills
• Basic Understanding of the Enterprise IT Infra set up
• Basic knowledge on Active Directory.
• 3+ years’ experience supporting wide multiple versions of operating system
• Basic O365 Administration using Office365 Admin Console.
• A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology
• Certification – ITIL V4, Modern Desktop administrator (MD 103)
• Strong writing and documentation skills a must, including ability to train other Engineers as andwhen required.
• Good knowledge on troubleshooting email client issues like Outlook.
• Excellent Hardware and software troubleshooting skills
• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
• Fluency in English and Mandarin, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.

Details

• B2B contract
• Remote work