Mandarin-Speaking Service Desk Pro — Remote IT Support

HCL Technologies Limited

Kuala Lumpur

On-site

MYR 40,000 - 65,000

Full time

14 days+

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Job summary

HCL Technologies Limited in Kuala Lumpur is seeking a Service Desk Analyst (Mandarin Speaking) to provide Level 1 remote desktop support and resolve tickets efficiently while adhering to SLAs. The role requires strong Mandarin and English communication, working with Windows environments, and familiarity with ticketing systems, aiming for high CSAT and quality service.

You will collaborate with global teams and contribute to knowledge base updates.

Qualifications

Mandarin and English communication proficiency.
Strong understanding of Windows OS and remote desktop tools.
Familiarity with ticketing systems and service desk operations.
Good problem-solving skills and ability to handle technical issues independently.
Basic knowledge of hardware and software troubleshooting.

Responsibilities

Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues in Mandarin and English via phone, email, and chat.
Maintain quality and adhere to voice, accent guidelines, tech monitoring protocols, and regulatory requirements.
Achieve first call resolution and maintain minimum average handling time to ensure CSAT.
Ensure timely login and responsiveness during support hours.
Update worklogs and escalate complex issues to appropriate support specialists or route to 2nd and 3rd level IT support as necessary.
Engage in knowledge-base updates and self-development to enhance overall team performance.