Service Desk Analyst (Japanese Speaking)

HCL Technologies Limited; Kuala Lumpur; On-site; MYR 45,000 - 71,000; Full time

Job summary

HCLTech in Kuala Lumpur is seeking a Service Desk Analyst (Japanese Speaking) to deliver Level 1 remote desktop support in Japanese and English. You will diagnose and resolve hardware, software, and network issues across channels while upholding SLAs.

In this role you will strive for first call resolution, monitor support queues, update worklogs, and contribute to the knowledge base while pursuing self-improvement to enhance service delivery.

Qualifications

• Proficiency in Japanese and English for customer communication.
• Basic knowledge of Windows OS and troubleshooting.
• Familiarity with remote desktop support tools and ticketing systems.
• Understanding of SLAs and customer service best practices.

Responsibilities

• Provide Level 1 remote desktop support in Japanese and English via phone, email, and chat.
• Uphold quality by adhering to SLAs and company policies.
• Aim for first contact resolution and reduce average handling time.
• Monitor support queues to ensure login efficiency and availability.
• Update worklogs and escalate complex issues to higher level IT support.
• Contribute to knowledge base and pursue self-development opportunities.

Skills

Japanese language

English language

Windows troubleshooting

Remote desktop tools

Ticketing systems

SLA understanding

Education

ITIL Foundation Certification

Tools

Remote Desktop Tools

Ticketing Systems

Job description

Service Desk Analyst (Japanese Speaking) Service Desk Analyst (Japanese Speaking) Malaysia Job Description Service Desk Analyst (Japanese Speaking) Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

The Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This role is essential for ensuring that customer issues are resolved promptly and effectively, contributing to overall customer satisfaction and operational efficiency. The Analyst must leverage their proficiency in Japanese and English to facilitate communication and support, while adhering to the organization's service level agreements (SLAs) and quality standards.

Key Responsibilities

• 1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat Communication In Both Japanese And English, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
• 2. Maintain High-Quality Standards By Demonstrating Excellent Voice And Accent Communication Skills While Following Regulatory Requirements And Company Policies During Customer Interactions.
• 3. Enhance Customer Experience By Striving For First Call Resolution And Minimizing Average Handling Time (Aht), Effectively Managing Rejected Resolutions And Reopened Cases.
• 4. Ensure High Login Efficiency And Availability For Customers By Actively Monitoring And Managing Support Queues.
• 5. Update Worklogs Accurately And Follow The Shift Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
• 6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Technical Skills And Service Delivery.

Skill Requirements

• 1. Proficiency In Japanese And English For Effective Communication With Customers.
• 2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
• 3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
• 4. Understanding Of Service Level Agreements (Slas) And Customer Service Best Practices.

Other Requirements

• Optional: Itil Foundation Certification For Improved Understanding Of It Service Management Principles

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.