Service Desk Analyst - Japanese and Mandarin Speaking

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

Job summary

A leading technology services company is seeking a Service Desk Analyst proficient in Japanese and Mandarin to provide remote support for hardware and software issues. This role requires excellent communication skills in English, Japanese, and Mandarin, along with a strong background in IT support and problem-solving. The ideal candidate will possess experience with Windows operating systems, ticketing tools, and Microsoft Office. Join a dynamic IT team dedicated to delivering exceptional customer service and technical assistance.

Qualifications

• 3-4 years of university education post high school.
• 6 months - 3 years of help desk or technical support experience.
• Experience with troubleshooting software and network issues.

Responsibilities

• Provide hardware/software/network problem diagnosis via various communication channels.
• Coordinate with vendors for problem resolution.
• Administer user account provisioning.
• Document problems and resolutions using an Incident Management System.

Skills

Japanese language proficiency

Mandarin language proficiency

English language proficiency

Problem-solving skills

Customer service skills

Education

B.Sc. or Diploma in IT

Tools

Windows Operating Systems

Active Directory

ITSM tools like Remedy

MS Office Suite

Job description

Service Desk Analyst - Japanese and Mandarin Speaking

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriatesupport teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in on-going training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards, configurations and diagrams

Technical Requirements

English, Japanese and Mandarin Phone support experience necessary

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following:

Windows and MAC Operating systems

Clients: Windows10, Windows 11

Servers: Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as Remedy, ServiceNow

Remote desktop connectivity applications like LogMeIn, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

VPN and remote dial-in users

Support for laptop, desktops, and printers

Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Years of Experience

Total: 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relevant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

Soft Skills

Excellent communication and conversation skills (Verbal and Written) - English, Japanese and Mandarin

Good working knowledge of MS OFFICE (Including MS Project and Visio)

Should have a great customer handling skills

Able to handle unforeseen situations

High level of acceptance

Can drive HCL’s value and its methodology