Service Desk Analyst (Thai Speaking)

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

Job summary

A technology services company is seeking a Technical Support Representative in Kuala Lumpur. This role involves providing technical support via phone, chat, or web, requiring fluency in Thai and a degree or diploma in Computer Science. Candidates should have 2+ years of experience in call center or IT service desks and strong communication skills. If you are customer-focused and capable of troubleshooting technical issues independently, this position offers a dynamic work environment with opportunities for growth.

Qualifications

• 2+ years of experience in a call center or IT service desk environment.
• Strong understanding of operating systems and IT hardware/software.
• Ability to diagnose and resolve common technical issues.

Responsibilities

• Serve as the primary point of contact for end-users seeking technical support.
• Perform accurate remote troubleshooting using diagnostic tools.
• Guide users through resolution processes with clarity and professionalism.
• Escalate complex issues to appropriate support teams.

Skills

Fluency in Thai

Excellent verbal communication

Strong interpersonal skills

Ability to work under pressure

Education

Bachelor’s Degree or Diploma in Computer Science or related field

Tools

Microsoft Office Suite

Remote desktop tools

Job description

Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.

Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.

Analyze customer-reported issues and determine appropriate solutions or escalation pathways.

Guide users through step-by-step resolution processes with clarity and professionalism.

Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.

Provide accurate and up-to-date information on IT products, services, and policies.

Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.

Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.

Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.

Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Requirements

Language Proficiency: Fluency in Thai is mandatory.

Education: Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.

Experience: 2+ years of experience in a call center or IT service desk environment.

Fresh graduates with relevant academic background and language skills are encouraged to apply.

Technical Competencies: Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.

Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.

Ability to diagnose and resolve common technical issues independently.

Soft Skills: Excellent verbal and written communication skills.

Strong interpersonal skills and customer-centric mindset.

Ability to work effectively under pressure and manage time efficiently.

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