Service Desk Shift Lead - 24/7 On-site Support

NTT DATA, Inc.; Cyberjaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

NTT DATA, Inc. is seeking an on-site Helpdesk Support specialist in Cyberjaya to handle customer service requests, log tickets, and coordinate with internal teams to resolve issues efficiently.

You will support Hong Kong-based clients in Cantonese and English, attend to escalation procedures, and maintain thorough ticket documentation while following defined rosters for 24/7 coverage.

Qualifications

• Minimum 1 year experience in customer service/IT/call centre environments.
• Fluency in Cantonese (to support Hong Kong-based clients).
• Strong English verbal and written communication skills.

Responsibilities

• Responsible for customer service helpdesk operations, including receiving, validating, and logging client requests, capturing the detail of the request.
• Ensures high-quality service delivery in line with defined SLAs and business objectives.
• Coordinate closely with internal teams, carriers, vendors, and external parties to drive timely resolution of customer and service issues.
• Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.
• Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests.
• Take ownership of complex, high-impact, or chronic fault cases, including customer communication and root-cause follow-up.
• Lead or support customer complaint investigations, ensuring issues are properly analyzed, documented, and addressed.
• Ensures all relevant documents related to the tickets / requests are maintained, including the client's information.
• Identify operational gaps, recurring issues, and process inefficiencies, and recommend improvement actions to supervisors or management.
• Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf.
• Provides an administrative support service to the Managed Services Client Service Desk team.
• Provides entry level administrative tasks as required by the team.
• Participate in special projects, service onboarding activities, and process enhancement initiatives as assigned.
• Performs any other related task as required.

Skills

Cantonese fluency

Strong English communication

Customer service skills

Education

High school certificate (SPM or equivalent)

Job description

NTT DATA, Inc. is seeking an on-site Helpdesk Support specialist in Cyberjaya to handle customer service requests, log tickets, and coordinate with internal teams to resolve issues efficiently.

You will support Hong Kong-based clients in Cantonese and English, attend to escalation procedures, and maintain thorough ticket documentation while following defined rosters for 24/7 coverage.