Junior IT Service Desk

HPE SOLUTIONS (M) SDN BHD; Kuala Lumpur; On-site; MYR 30,000 - 54,000; Full time

Job summary

HPE SOLUTIONS (M) SDN BHD in Malaysia is seeking a Junior IT Service Desk professional to provide online assistance and end-user support across APAC and China, handling calls, emails, and tickets remotely while meeting SLA targets.

The role involves troubleshooting hardware, software, and network issues on Windows and Mac platforms, with Google Cloud instruments and enterprise software basics, and logging incidents for escalation when needed.

Qualifications

• Minimum Diploma in Information Technology related field.
• 1 to 3 years experience in IT Service Desk or IT Helpdesk in shared service environment.
• Familiarity with Microsoft Active Directory, MS Windows OS, MS Office 365, Remote desktop tools and basic IT troubleshooting.
• Proficiency in Mandarin (spoken and written) and English (spoken and written).
• Cantonese spoking will be in advantage.

Responsibilities

• Multilingual communication with fluent Mandarin, Cantonese and English to assist users across regional IT support inclusive APAC and China.
• Serve as primary point of contact for end-users needing technical assistance, troubleshoot hardware, software and network issues remotely while meeting SLA
• Provide technical support to handle requests via phone, email, chat and ticketing systems
• Perform diagnostics and troubleshooting of common IT issues involving Microsoft Windows / Apple MAC operating systems, Microsoft Office suites, basic networking, enterprise software, and hardware peripherals
• Accurately log, track, diagnose, and elevate complex technical incidents to Level 2/Level 3 resolver groups
• Update knowledge base to improve first contact resolution rates.

Skills

Multilingual communication

Mandarin proficiency

Cantonese

English proficiency

Education

Diploma in Information Technology

Tools

Microsoft Active Directory

MS Windows OS

MS Office 365

Remote desktop tools

Job description

Junior IT Service Desk role providing online assistance and end-user call, email and etc across APAC and China regions. Serve as primary point of contact for technical issues, troubleshooting hardware, software and network problems remotely while meeting SLA requirements.

Key responsibilities

Multilingual communication with fluent Mandarin, Cantonese and English to assist users across regional IT support inclusive APAC and China

Serve as primary point of contact for end-users needing technical assistance, troubleshoot hardware, software and network issues remotely while meeting SLA

Provide technical support to handle requests via phone, email, chat and ticketing systems

Perform diagnostics and troubleshooting of common IT issues involving Microsoft Windows / Apple MAC operating systems, Microsoft Office suites, basic networking, enterprise software, and hardware peripherals

Accurately log, track, diagnose, and elevate complex technical incidents to Level 2/Level 3 resolver groups

Update knowledge base to improve first contact resolution rates.

About you

Minimum Diploma in Information Technology related field

1 to 3 years experience in IT Service Desk or IT Helpdesk in shared service environment

Familiarity with Microsoft Active Directory, MS Windows OS, MS Office 365, Remote desktop tools and basic IT troubleshooting

Proficiency in Mandarin (spoken and written) and English (spoken and written)

Cantonese spoking will be in advantage

Good communication soft-kill to handle customer remotely, provide clear troubleshooting steps and workaround solutions (if any).

Willing to support rotational shift as operation requirement (including weekend)

Less than 12 months IT Service Desk Support can apply

Salary will depend past year experience

HPE SOLUTIONS (M) SDN BHD is well established IT system integrated & IT solutions provider. We provide IT solutions, support and services involve End User Product, Server/Network Infrastructure and Wireless solutions. From assessment, implementation, testing to handover IT project end-to-end. Our Head Office and Helpdesk operate in Puchong with countrywide coverage.

With today business marketplace, Information Technology (IT) enables high speed of information sharing, integration and data save keeping. However, advanced and sophisticated high-tech may bring unprecedented challenges and threats. The safe-guided, security locked & encryption protection on valuable data is a must and essential today, that's what we do best.

HPE SOLUTIONS (M) SDN BHD is well established IT system integrated & IT solutions provider. We provide IT solutions, support and services involve End User Product, Server/Network Infrastructure and Wireless solutions. From assessment, implementation, testing to handover IT project end-to-end. Our Head Office and Helpdesk operate in Puchong with countrywide coverage.

With today business marketplace, Information Technology (IT) enables high speed of information sharing, integration and data save keeping. However, advanced and sophisticated high-tech may bring unprecedented challenges and threats. The safe-guided, security locked & encryption protection on valuable data is a must and essential today, that's what we do best.