Mandarin-Speaking IT Service Desk Analyst

Lancesoft Malaysia; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Lancesoft Malaysia is seeking a Service Desk Analyst/Technical Support Engineer in Kuala Lumpur. You will provide first-line IT support across software, hardware, and network issues, using ServiceNow and BT to log incidents.

You will work to resolve problems, escalate when needed, and maintain strong customer service across channels. Daily tasks include documenting interactions, updating tickets, and collaborating with teams via Outlook.

Qualifications

• 2-4 year degree in Information Technology or related field.

Responsibilities

• Provide first-line IT support for software, hardware, and network issues (PCs, laptops, printers, iPhones, iPads).
• Log and manage incidents and service requests via phone, email and chat.
• Record interactions in Service Desk tools (ServiceNow, BT).
• Diagnose and resolve issues or escalate to appropriate teams.
• Maintain high customer satisfaction by applying ITSM best practices.
• Prioritize ticket queues to meet SLAs and KPIs.
• Provide regular updates on open tickets and follow-ups.
• Collaborate with internal teams via Outlook and instant messaging.
• Identify recurring issues and contribute to service improvements.
• Keep documentation up-to-date and contribute to knowledge base.

Skills

Windows OS

Office 365

Active Directory

Communication

Analytical thinking

Customer service

Education

2-4 year IT degree

Tools

ServiceNow ITSM

BT Service Desk

Job description

Lancesoft Malaysia is seeking a Service Desk Analyst/Technical Support Engineer in Kuala Lumpur. You will provide first-line IT support across software, hardware, and network issues, using ServiceNow and BT to log incidents.

You will work to resolve problems, escalate when needed, and maintain strong customer service across channels. Daily tasks include documenting interactions, updating tickets, and collaborating with teams via Outlook.