Service Desk Shift Lead (Cantonese-speaking)

NTT Limited; Cyberjaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

NTT DATA in Cyberjaya is seeking an entry-level Helpdesk/Customer Service professional to support our Hong Kong-based and regional clients. You will handle receipt, validation, and logging of requests, ensure SLA-aligned service delivery, and coordinate with internal teams to resolve issues.

Applicants should have at least 1 year of experience in customer service or IT/call centre environments, Cantonese fluency, strong English communication, and be willing to work a 24/7 roster onsite in

Qualifications

• 1 year or more of experience in customer service or IT/call centre environments.
• Fluent in Cantonese to support Hong Kong-based clients.
• Strong English verbal and written communication skills.
• Willing to work in a 24/7 shift roster and onsite in Cyberjaya.

Responsibilities

• Handle customer service helpdesk operations, including receiving, validating, and logging requests.
• Ensure high-quality service delivery aligned with defined SLAs and objectives.
• Coordinate with internal teams, carriers, vendors, and external parties for timely resolution.
• Follow escalation procedures and analyze requests for proper categorization and prioritization.
• Keep users updated on progress and take ownership of complex fault cases.
• Lead or support investigations, document issues, and drive improvements.

Skills

Customer service

Helpdesk

English proficiency

Education

High school certificate (SPM or equivalent)

Job description

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Key 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.

Academic Qualifications and Certifications

• Minimum qualification: high school certificate (SPM or equivalent)

Requirements

• Minimum 1 year experience in the customer service/ IT/call centre environments
• Fluency in Cantonese (to support Hong Kong-based clients)
• Strong English verbal and written communication skills
• Must be open to work in a 24/7 shift structure based on a defined roster
• Must be open to work onsite in Cyberjaya

Knowledge and Attributes

• Strong customer-centric mindset with the ability to handle high-pressure and sensitive situations.
• Demonstrated ability to exercise sound judgment in escalation, prioritization, and issue resolution.
• Effective verbal and written communication skills, with the confidence to engage customers and stakeholders independently.
• Ability to work under general direction while taking ownership of outcomes.
• Good attention to detail and client focused

Good-to-have

• Leadership/ team management experience

Workplace type: On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Join our growing global team and accelerate your career with us.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!