Service Desk Support

Antares Management Services; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Antares Management Services is seeking a bilingual IT helpdesk specialist to assist customers in Japanese, Korean and English. You will diagnose hardware and software issues, create ITSM tickets with clear details, and coordinate with the Japan IT team to resolve problems.

Working in a shift-based role five days per week, 9 hours daily (0700–2200) with a 1-hour break, you will deliver quality customer service to stakeholders and participate in on-job training as needed.

Qualifications

• Proficient in written and spoken Japanese (JLPT N2+).
• Proficient in written and spoken Korean (TOPIK 5+).
• Experience in a helpdesk or IT support role.
• Strong problem solving, attention to detail and communication.
• Able to work in a shift environment including evenings and weekends.

Responsibilities

• Respond to customer inquiries and handle technical issues via phone, email, and chat in Japanese or Korean and English.
• Coordinate with Japan IT team, HQ and external parties to resolve problems.
• Troubleshoot and resolve hardware and software issues.
• Create ITSM tickets with clear descriptions and proper categorization.
• Collaborate with team members to ensure timely resolutions.
• Deliver quality customer service to stakeholders.

Skills

Japanese language

Korean language

Customer service

Problem solving

Communication skills

Attention to detail

Tools

ITSM systems

Helpdesk software

Job description

Our client is aleading IT managed service provider in Asia, offering a wide range of services including MSP (Infrastructure), MRSP (Retail), MSSP (Security) and IOT. They have offices, helpdesk centres and SNOC (Security & Networking Operations Centre) in Hong Kong, Macau, Shenzhen, Shanghai, Guangzhou, Taipei, Singapore and Malaysia.

Responsibilities:

Respond to customer inquiries and handle technical issues via phone, email, and chat in both Japanese or Korean and English professionally with appropriate solutions effectively

Coordinate with Japan IT team, HQ and other external parties to solve problems

Troubleshoot and resolve hardware and software problems

Create support tickets in ITSM systems with clear and detailed description, assign with appropriate categorization and priority level

Collaborate with other team members to ensure timely and effective resolution of customer issues

Deliver quality customer services to members and other stakeholders

Shift duty required at 5 days per week, 9 hours per day with 1 hour meal break from 0700 to 2200

On-job training will be provided

Requirements:

Good command of written and spoken Japanese (JLPT N2 or above, able to read Hiragana 平仮名 & understand Kanji 漢字) / Good command of written and spoken Korean (Native speaker / Topik 5 or above) to liaise with Japanese orKorean stakeholders

Previous experience in a helpdesk or IT support role

Strong problem-solving skills, logical thinking, business mindset and attention to detail

Ability to work in a shift environment, including evenings and weekends

Excellent communication and interpersonal skills