Remote IT Support Analyst (Bilingual: Mandarin/English)

HCL Technologies; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global technology company in Kuala Lumpur is seeking an Analyst in Support & Operations to provide Level 1 remote desktop support. The role requires proficiency in Mandarin and English, strong problem-solving skills, and a customer-oriented approach. Responsibilities include diagnosing technical issues and ensuring compliance with service level agreements. Ideal candidates may have ITIL or CompTIA certifications. This position offers the opportunity to enhance customer satisfaction in a supportive environment.

Qualifications

• Basic understanding of Windows operating systems and common hardware/software issues.
• Knowledge of quality standards and regulatory requirements in IT support.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving technical issues.
• Document worklogs accurately and route complex issues to higher-level support teams.
• Strive for first-call resolution and minimize average handling time.

Skills

Proficient in Mandarin and English

Strong verbal and written communication skills

Strong problem-solving skills

Customer service orientation

Tools

Remote Desktop Support tools

Ticketing systems

Job description

A global technology company in Kuala Lumpur is seeking an Analyst in Support & Operations to provide Level 1 remote desktop support. The role requires proficiency in Mandarin and English, strong problem-solving skills, and a customer-oriented approach. Responsibilities include diagnosing technical issues and ensuring compliance with service level agreements. Ideal candidates may have ITIL or CompTIA certifications. This position offers the opportunity to enhance customer satisfaction in a supportive environment.