Service Desk Analyst (Cantonese Speaking) (Start ASAP)

Prosple; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT support company is seeking a Service Desk Analyst who speaks Cantonese to provide first-level IT support. You will assist users with technical issues, manage incidents, and ensure timely resolutions. Ideal candidates possess a Diploma or Degree in IT with up to 2 years of experience, along with strong customer service and communication skills. This role requires a flexible schedule, including 24x7 shifts, and offers a shift allowance for public holiday work.

Benefits

Shift allowance for public holidays

Replacement time off for public holidays

Qualifications

• 0–2 years of experience in an IT support/service desk role.
• Good interpersonal and communication skills.
• Ability to work in a fast-paced, team-oriented environment.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Log and manage incidents in the ITSM tool.
• Escalate unresolved issues to L2/L3 support.

Skills

Technical troubleshooting

Customer service

Communication skills

IT understanding

Education

Diploma or Degree in Computer Science or Information Technology

Tools

ServiceNow

BMC Remedy

Job description

Service Desk Analyst (Cantonese Speaking) (Start ASAP)

Provide first-level IT support for users, handling incidents and service requests with a focus on technical troubleshooting and customer service at Lenovo.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
• Perform initial diagnosis and attempt to resolve issues related to password resets, account access, email and collaboration tools, operating system and basic hardware troubleshooting, network connectivity (Wi‑Fi, VPN), and standard applications (e.g., Microsoft Office, browsers).
• Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
• Monitor open tickets and ensure timely follow‑up and closure.
• Maintain detailed and accurate documentation of user interactions and solutions provided.
• Provide status updates and communication to users on ticket progress.
• Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
• Participate in shift rotations, including weekends and holidays as required.

About you

• Diploma or Degree in Computer Science, Information Technology, or related field.
• 0–2 years of experience in an IT support/service desk role.
• Basic understanding of IT systems and troubleshooting techniques.
• Familiarity with ITIL practices is an advantage.
• Good interpersonal and communication skills.
• Customer‑oriented with a service mindset.
• Ability to work in a fast‑paced, team‑oriented environment.
• Able to work 24x7 rotation shifts and during public holidays, with shift allowance and replacement time off.
• Language proficiency in Cantonese, Mandarin, and English (spoken and written).

Compensation & Benefits

• Shift allowance for working during public holidays.
• Replacement time off for working during public holidays.

This job may close before the stated closing date, you are encouraged to apply as soon as possible.