Service Desk Analyst (Korean Speaker)

HCL Technologies Limited; Malaysia; On-site; MYR 35,000 - 50,000; Full time

Benefits offered by this job

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services

Participate in CSR programs

Career advancement opportunities

Job summary

HCL Technologies Limited is looking for an Analyst in Support & Operations in Malaysia to deliver high-quality Level 1 remote desktop support. You will play a vital role in resolving customer issues promptly, leveraging your proficiency in Japanese and English.

This position involves diagnosing and resolving various hardware, software, and network issues through effective communication. You will also engage in value-adding activities and have access to personal time off, maternity and paternity benefits, and skills programs.

Qualifications

• Proficient in Japanese and English for effective customer communication.
• Basic knowledge of Windows troubleshooting techniques.
• Familiarity with remote desktop support and ticketing systems.

Responsibilities

• Provide Level 1 Remote Desktop Support for diagnosing issues.
• Maintain high-quality standards during customer interactions.
• Strive for first call resolution and manage support queues.
• Update worklogs accurately and escalate complex issues appropriately.
• Engage in self-development activities to improve service delivery.

Skills

Proficiency in Japanese and English

Basic knowledge of Windows Operating Systems

Familiarity with Remote Desktop Support Tools

Education

ITIL Foundation Certification (optional)

Job description

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

• Proficiency In Japanese And English For Effective Communication With Customers.
• Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
• Familiarity With Remote Desktop Support Tools And Ticketing Systems.
• 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.

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services via Benefit Box

Participate in CSR programs and live life with a purpose

Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.