Service Desk Analyst (Fresh Graduate)

HCLTech; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading technology company is looking for a technical support specialist in Kuala Lumpur. The role serves as the primary contact for users seeking technical assistance via various channels. Candidates must be fluent in Mandarin and have at least 2 years of experience in a call center or IT service desk. This position requires strong problem-solving skills and the ability to work effectively under pressure. Competitive salary and a collaborative work environment are offered.

Qualifications

• Fluency in Mandarin is mandatory to effectively communicate with Mandarin-speaking clients.
• Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
• 2+ years of experience in a call center or IT service desk environment.

Responsibilities

• Serve as the primary point of contact for end-users seeking technical support.
• Perform accurate and efficient remote troubleshooting using diagnostic tools.
• Analyze customer-reported issues and determine appropriate solutions.

Skills

Fluency in Mandarin

Excellent verbal and written communication skills

Strong interpersonal skills

Ability to work effectively under pressure

Customer-centric mindset

Education

Bachelor’s Degree or Diploma in Computer Science, IT, or related

Tools

Microsoft Office Suite

Remote desktop tools

Job description

Responsibilities

Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.

Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.

Analyze customer-reported issues and determine appropriate solutions or escalation pathways.

Guide users through step-by-step resolution processes with clarity and professionalism.

Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.

Provide accurate and up-to-date information on IT products, services, and policies.

Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.

Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.

Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.

Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Requirements

• Language Proficiency: Fluency in Mandarin is mandatory to effectively communicate with Mandarin-speaking clients.
• Education: Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
• Experience: 2+ years of experience in a call center or IT service desk environment.
• Fresh graduates with relevant academic background and language skills are encouraged to apply.
• Technical Competencies: Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
• Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.
• Ability to diagnose and resolve common technical issues independently.
• Soft Skills: Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric mindset.
• Ability to work effectively under pressure and manage time efficiently.