Service Desk Analyst : Korean Speaker

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

Job summary

A leading IT solutions provider in Kuala Lumpur is seeking an IT Support Specialist to manage software installations and troubleshoot hardware issues for end users. The ideal candidate will have 3-5 years of IT experience, including a strong knowledge of Windows and MacOS. You'll be responsible for maintaining hardware inventory, coordinating repairs, and providing top-notch support to all users. Strong communication skills and a relevant degree are required. This is a key role in supporting our team's operational efficiency.

Qualifications

• 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 10 imaging and OS support.

Responsibilities

• Install and configure software on Windows and Apple systems.
• Troubleshoot and resolve issues across multiple platforms.
• Maintain accurate hardware inventory and manage repairs.

Skills

Windows and MacOS support

Troubleshooting and problem-solving

Communication skills

Networking basics

Education

Diploma/bachelor's degree in IT or related field

Equivalent experience

Tools

ITSM tools (e.g., Remedy, HP Service Center)

MS Office Suite

Job description

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 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 manage 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.