OFS - Mandarin Speaker L1 IT Helpdesk Support (3rd Party Contract -1 Year Renewable)

Tencent; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

Tencent Overseas IT is hiring an IT support specialist in Kuala Lumpur to handle first-level technical issues via chat, email, and the ServiceNow ITSM system. You will ensure timely responses and high-quality user experiences while adhering to SLA guidelines.

Ideal candidates have 4+ years in IT support, strong knowledge of Windows and macOS, and familiarity with Microsoft 365, ITSM tools, and collaboration platforms. Local presence in Malaysia is preferred.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• 4+ years of IT support or service desk experience.

Responsibilities

• Provide first-line IT support via chat, email, and ServiceNow.
• Assist users with system access, passwords, and basic IT queries.
• Troubleshoot desktops, laptops, printers, and peripherals.

Skills

Windows

macOS

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Microsoft 365

Slack

Jira

Copilot

Claude

Job description

Tencent is an Internet-based platform company founded in Shenzhen, China, in 1998. We use technology to enrich the lives of Internet users and assist the digital upgrade of enterprises. Our mission is "Value for Users, Tech for Good". We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Proactivity, Collaboration and Creativity.

We are rapidly expanding our international operations and are looking for top talent to propel us forward. Combining the results-oriented nature of a start-up with the resources of a profitable and leading Internet company, Tencent offers a unique opportunity for aspiring individuals to thrive.

Business Unit Introduction - OFS (OIT)

Tencent Overseas IT has the mission to empower Tencent’s rapid global growth with future ready, global IT platforms, applications and services. We are chartered to lead the Overseas IT strategy, architecture, roadmap and execution. Satisfying our internal/external customers and becoming a world class global IT team are our top aspirations.

Responsibilities

• Provide first-line technical support with shift rotation for IT-related issues via chat, email, and the ServiceNow ITSM system.
• Deliver courteous, efficient, and professional assistance to end users, ensuring a positive customer experience.
• Assist users with system access, password resets, and general IT queries.
• Provide basic troubleshooting support for desktops, laptops, printers, and other peripherals.
• Support standard software applications and assist with installations or configurations or troubleshooting.
• Assist users with hardware requests, ensuring the application submission process is completed.
• Troubleshoot and resolve common hardware, software, and network-related problems.
• Escalate unresolved or complex issues to L2/L3 teams as required, ensuring proper documentation and follow-through.
• Log, track, and maintain incidents and service requests in the ITSM system.
• Ensure timely ticket response and resolution in compliance with SLA requirements.
• Provide users with regular updates on the status and progress of their requests.
• Create, maintain, and update knowledge base, internal work instruction articles and FAQs to improve first-time resolution rates.
• Document troubleshooting steps and solutions for recurring or common issues.
• Contribute to process improvement initiatives by identifying, analysing and reporting recurring problems.
• Monitor IT systems for potential issues and report anomalies to the appropriate teams.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Support IT asset management by tracking and maintaining accurate records of assigned equipment.
• Support user acceptance testing (UAT) and provide feedback to relevant teams.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in an IT support or service desk role.

Technical Skills

• Proficiency with operating systems, including Windows and macOS.
• Familiarity with Microsoft 365 applications (Outlook, Teams, Word, Excel, and email clients).
• Basic understanding of networking principles (IP addressing, DNS, DHCP).
• Basic understanding of security principles (Information Security, Data Privacy).
• Experience with IT Service Management (ITSM) tools, such as ServiceNow.
• Experience with collaboration tools, such as Slack and Jira.
• Experience with artificial intelligence tools, such as Copilot and Claude.

Preferred Skills

• Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar professional certifications.
• Problem-Solving: Strong analytical skills to identify issues, troubleshoot effectively, and develop practical solutions.
• Customer Service: Excellent interpersonal skills with a focus on providing high-quality support and user satisfaction.
• Time Management: Ability to manage multiple tasks and prioritize workload efficiently under pressure.
• Communication: Strong verbal and written communication skills to explain technical information clearly to non-technical users.