Service Desk Analyst (Mandarin Speaker)

Lancesoft Malaysia; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Lancesoft Malaysia is seeking a Service Desk Analyst/Technical Support Engineer in Kuala Lumpur. You will provide first-line IT support across software, hardware, and network issues, using ServiceNow and BT to log incidents.

You will work to resolve problems, escalate when needed, and maintain strong customer service across channels. Daily tasks include documenting interactions, updating tickets, and collaborating with teams via Outlook.

Qualifications

• 2-4 year degree in Information Technology or related field.

Responsibilities

• Provide first-line IT support for software, hardware, and network issues (PCs, laptops, printers, iPhones, iPads).
• Log and manage incidents and service requests via phone, email and chat.
• Record interactions in Service Desk tools (ServiceNow, BT).
• Diagnose and resolve issues or escalate to appropriate teams.
• Maintain high customer satisfaction by applying ITSM best practices.
• Prioritize ticket queues to meet SLAs and KPIs.
• Provide regular updates on open tickets and follow-ups.
• Collaborate with internal teams via Outlook and instant messaging.
• Identify recurring issues and contribute to service improvements.
• Keep documentation up-to-date and contribute to knowledge base.

Skills

Windows OS

Office 365

Active Directory

Communication

Analytical thinking

Customer service

Education

2-4 year IT degree

Tools

ServiceNow ITSM

BT Service Desk

Job description

*Job Title: Service Desk Analyst/ Technical Support Engineer*

*Location: KL,Malaysia*

*Shift: Monday-Friday*

*Role Overview*

The Service Desk Analyst - Level 1 provides first-line technical support to end users, ensuring timely resolution of IT issues in a fast-paced service environment. This role involves troubleshooting hardware and software problems, managing access rights, and delivering high-quality customer service across multiple communication channels.

*Key Responsibilities*

• * Provide first-line support for IT-related issues including software, hardware, and network problems (PCs, laptops, printers, iPhones, iPads).
• * Receive, log, and manage incidents and service requests via phone, email, and chat.
• * Record all interactions in Service Desk tools such as BT and ServiceNow.
• * Diagnose and resolve technical issues, escalating unresolved cases to appropriate support teams.
• * Ensure high levels of customer satisfaction by adhering to service management principles.
• * Manage and prioritize ticket queues effectively to meet SLAs and KPIs.
• * Provide regular updates and follow-ups on open tickets.
• * Collaborate with internal teams using communication tools such as Outlook and instant messaging.
• * Identify recurring issues and contribute to service improvement initiatives.
• * Maintain accurate documentation and provide feedback to improve knowledge base content.
• * Ensure compliance with company policies, security standards, and procedures.
• * Maintain up-to-date technical knowledge and adapt to new technologies.

*Required Skills & Experience*

• * Minimum 2 years of experience in IT Service Desk or Technical Support.
• * Strong knowledge of Microsoft Windows (Windows 7, 10) and Office 365.
• * Experience with Active Directory (user accounts, groups, access control).
• * Familiarity with ServiceNow (ITSM) is an advantage.
• * Basic troubleshooting knowledge of iOS devices and Mac operating systems.
• * Understanding of network and security fundamentals is a plus.
• * Excellent analytical and problem-solving skills.
• * Strong communication and customer service skills.

*Language Requirements*

• * Proficiency in Japanese (mandatory).
• * Good command of English (preferred).

*Qualifications*

• * 2-4-year degree in Information Technology or a related field.
• * Microsoft and/or Apple certifications are desirable.