Service Desk Analyst (Japanese Speaking, Fresh Graduate)

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

Job summary

A leading technology services company in Kuala Lumpur is seeking a Service Desk Analyst (Japanese Speaking) to provide technical support to end-users. The ideal candidate should have a Bachelor's Degree in IT or related fields and at least 2 years of experience in an IT service desk or call center environment. Key responsibilities include troubleshooting, guiding users, and collaborating with internal teams to enhance service quality. Fresh graduates with relevant qualifications are encouraged to apply.

Qualifications

• Fluency in Japanese to communicate with clients.
• 2+ years of experience in call center or IT service desk.
• Strong understanding of operating systems and IT hardware/software.

Responsibilities

• Serve as primary contact for technical support.
• Perform remote troubleshooting using diagnostic tools.
• Analyze issues and determine solutions or escalation.

Skills

Fluency in Japanese

Verbal and written communication skills

Customer-centric mindset

Interpersonal skills

Ability to work under pressure

Education

Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field

Tools

Microsoft Office Suite

Remote desktop tools

Job description

Service Desk Analyst (Japanese Speaking, Fresh Graduate)

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 Japanese 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.