Service Desk Analyst (Mandarin Speaking)

HCL Technologies Limited

Kuala Lumpur

On-site

MYR 40,000 - 65,000

Full time

14 days+

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Job summary

HCL Technologies Limited in Kuala Lumpur is seeking a Service Desk Analyst (Mandarin Speaking) to provide Level 1 remote desktop support and resolve tickets efficiently while adhering to SLAs. The role requires strong Mandarin and English communication, working with Windows environments, and familiarity with ticketing systems, aiming for high CSAT and quality service.

You will collaborate with global teams and contribute to knowledge base updates.

Qualifications

Mandarin and English communication proficiency.
Strong understanding of Windows OS and remote desktop tools.
Familiarity with ticketing systems and service desk operations.
Good problem-solving skills and ability to handle technical issues independently.
Basic knowledge of hardware and software troubleshooting.

Responsibilities

Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues in Mandarin and English via phone, email, and chat.
Maintain quality and adhere to voice, accent guidelines, tech monitoring protocols, and regulatory requirements.
Achieve first call resolution and maintain minimum average handling time to ensure CSAT.
Ensure timely login and responsiveness during support hours.
Update worklogs and escalate complex issues to appropriate support specialists or route to 2nd and 3rd level IT support as necessary.
Engage in knowledge-base updates and self-development to enhance overall team performance.

Skills

Mandarin & English communication

Windows operating systems

Remote Desktop Support tools

Ticketing systems

Problem-solving skills

Hardware & software troubleshooting

Job description

Service Desk Analyst (Mandarin Speaking) Service Desk Analyst (Mandarin Speaking) Malaysia Job Description Service Desk Analyst (Mandarin Speaking) Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

The Sr Analyst plays a critical role in the Support & Operations team by independently troubleshooting and resolving tickets while providing Level 1 remote desktop support. This position is vital for ensuring a seamless customer experience and maintaining adherence to the company's service level agreements (SLAs) and quality standards.

Key Responsibilities

Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Mandarin And English Through Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Volume And Resolution Time.
Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Tech Monitoring Protocols, And Regulatory Requirements To Deliver High-Quality Support.
Ensure Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht), With A Focus On Minimizing Rejected Resolutions And Reopened Cases.
Maintain High Availability And Efficiency In Service Delivery To Customers By Ensuring Timely Login And Responsiveness During Support Hours.
Update Worklogs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route To 2Nd And 3Rd Level It Support As Necessary.
Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development To Enhance Overall Team Performance.

Skill Requirements

Proficiency In Mandarin And English For Effective Communication With Customers.
Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
Familiarity With Ticketing Systems And Service Desk Operations.
Good Problem-Solving Skills And Ability To Handle Technical Issues Independently.
Basic Knowledge Of Hardware And Software Troubleshooting Techniques.

Other Requirements

Optional But Valuable Certifications: Comptia A+, Itil Foundation

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.