Mandarin IT Service Desk Specialist

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

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