Service Desk Shift Lead (Cantonese-speaking)

NTT America, Inc.; Cyberjaya; On-site; MYR 30,000 - 42,000; Full time

Job summary

NTT DATA in Cyberjaya is seeking an on-site Customer Service Helpdesk Associate to support Hong Kong-based clients. The role requires at least 1 year in customer service or IT call center environments and fluency in Cantonese and English.

You will log requests, maintain tickets, follow SLA, escalate issues, and work 24/7 rosters. The position emphasizes customer-centric service, professional communication, and collaboration with internal teams.

Qualifications

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

Responsibilities

• Handle customer service helpdesk operations: receiving, validating, and logging client requests.
• Ensure high-quality service delivery in line with defined SLAs.
• Coordinate with internal teams, carriers, vendors, and external parties for timely resolution.
• Follow escalation procedures and analyze requests to ensure proper categorization and prioritization.
• Provide updates to users and maintain documentation related to tickets/requests.
• Take ownership of complex or high-impact fault cases and root-cause follow-ups.
• Assist with customer complaint investigations and ensure issues are properly addressed.
• Maintain relevant documents and client information for tickets/requests.
• Identify operational gaps and suggest process improvements to supervisors.
• Communicate professionally with clients and stakeholders about actions being taken.
• Provide administrative support to the Managed Services Client Service Desk.
• Participate in special projects and onboarding activities as assigned.

Skills

Customer service

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.
• Perform 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.