Service Desk Analyst (Mandarin and English Speaker)

MY20 EntServ Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 26,000 - 42,000; Full time

Job summary

DXC Technology in Malaysia is seeking a L1 IT Support Service Desk Agent (Mandarin & English Speaking) to provide expert support for end users on desktops, laptops, and mobile devices. The role requires quick triage, strong communication in Mandarin and English, and the ability to resolve the majority of tickets remotely.

You will work at the Petaling Jaya office with a 9-hour shift across 5 days. Prior help desk experience and knowledge of remote connectivity are advantageous.

Qualifications

• Excellent verbal and written communication in Mandarin and English.
• Education, training, and/or relevant experience in IT service delivery.
• Experience in Help Desk or Customer Service Support environment is an added advantage.

Responsibilities

• Provide end-user IT support on mobile and desktop platforms.
• Triage and diagnose issues to resolve chats and tickets.
• Monitor queues and assist with escalations to ensure smooth service desk operations.
• May supervise other non-exempt staff and support team activities.

Skills

Mandarin speaking

English speaking

IT help desk

Desktop/Laptop OS knowledge

Remote access knowledge

Customer service

Education

IT related Certificate/Diploma/Degree

Tools

Remote control software

Client management tools

Job description

Job Description

L1 IT Support Service Desk Agent (Mandarin & English Speaking)

Work Hours & Location

Work hours/schedule: 24 hours x 7 support hours. 9 hours shift, 5 working days.

Work days: 5 working days and 2 off days.

Work location: DXC PJ Office

Role Overview

Provide support to end users on their mobile and desktop platforms. Support consists of high level expertise on standard software application packages and the environments and platforms in which the business operate (desktops, laptops, PC-COE, remote access, messaging, etc.). In-depth knowledge of technical skills in hardware, Mac/MS Operating Systems, Network, Remote Connectivity and process knowledge to ensure quality in all the Global Service Desk businesses, infrastructure support, and documentation. Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician. Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction. Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation. Assist team with other duties required to maintain the call centre operates smoothly. Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employees.

Type of Experience Needed

• Client Services: Working knowledge of Server and Desktop/Laptop Operating Systems, PC/Server Hardware & Data Communications.
• Communications: Familiarity with local/wide area networks and wireless networks.
• Production Support: Basic knowledge of data centre operations, processes and job control.
• At least 1 year experienced in IT technical support/service desk.

Qualification

Excellent verbal and written communication skills in Mandarin and English.

Education, training, and/or relevant experience equivalent to the completion of a relevant Certificate / Diploma / Degree in IT related courses and/or relevant experience in Information Technology service delivery.

Experience working in Help Desk or Customer Service Support environment is an added advantage.

Excellent and effective communication (written and oral), telephone and listening skills.

Requirements

• Applicants must be willing to work in Petaling Jaya DXC Office, Malaysia.
• Applicants must be willing to follow the work shift schedule.

Company

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.

We’re committed to fostering an inclusive environment where everyone can thrive.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.

Learn more on dxc.com.