Service Desk Analyst: Japanese Speaker

Abhidi Solution; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

A leading tech support firm in Kuala Lumpur is seeking IT Support Specialists to provide hardware and software assistance. Responsibilities include installation and troubleshooting across Windows and MacOS platforms, handling inventory management, and supporting end users, including executives. The ideal candidate will have 3-5 years of IT experience, with a strong educational background in Information Technology. This role requires excellent communication and technical skills, providing an engaging environment for growth.

Qualifications

• 3-5 years of IT experience, with at least 2 years in a Global Service Desk Team.
• Strong knowledge of operating systems, especially Windows and MacOS.
• Basic understanding of networking (TCP/IP).

Responsibilities

• Image and install software on various devices, ensuring proper configuration.
• Troubleshoot and resolve software and hardware issues.
• Manage inventory of hardware and produce weekly reports.

Skills

Windows troubleshooting

MacOS support

Remote software installation

Network basics

ITSM tools usage

Education

Diploma/Bachelor’s degree in Information Technology

Tools

MS Office Suite

Active Directory

Job description

Overview

This role will provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

Responsibilities

• Image and install software on Windows and Apple laptops/desktops, including iMacs, ensuring proper configuration for new setups, system moves, additions, and changes.
• Provide remote software installation and support.
• Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices.
• Install, maintain, and troubleshoot printers. Provide break/fix support as needed.
• Oversee the disposal, redeployment, and reclamation of hardware assets.
• Ensure all incoming equipment is properly tagged and entered into the asset management system.
• Maintain an accurate inventory of hardware, and provide weekly reports on physical counts and outflows of equipment.
• Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.
• Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability.
• Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.
• Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.
• Provide walk-up support for end users, addressing hardware and software issues promptly.
• Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.
• Provide audio and video support, including system health checks and troubleshooting.
• Work with external vendors to coordinate dispatch and repair support, ensuring timely resolution of hardware issues.
• Open, manage, and close service requests. Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).
• Manage the classification, assignment, and tracking of requests to ensure efficient completion.
• Collaborate with cross-functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.
• Ensure that all hardware and software resolutions align with company policies, standards, and best practices.

Qualifications

• Diploma/Bachelor’s degree in Information Technology/related field or equivalent experience.
• 3-5 years of IT experience, including technical training.
• At least 2 years of experience in a Global Service Desk Team or similar support role.
• Strong knowledge of Windows and MacOS (including laptops).
• Experience with Windows 10 imaging.
• Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).
• Experience with networked printers (queue creation, server maintenance).
• Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using ITSM tools (e.g., Remedy, HP Service Center).
• Knowledge of Active Directory and Exchange (user accounts, mailboxes, distribution lists).
• Experience supporting desktop/laptop computers, printers, and mobile devices (PDA, Blackberry).
• Strong written and verbal communication skills.