Service Desk Support

Millennium Technology Services Co.; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Millennium Technology Services Co. in Kuala Lumpur is seeking a Korean-speaking IT Helpdesk on-site. You will provide first-level support via phone, email, chat, and ticketing systems, and log and track incidents in the ITSM tool.

The role requires native Korean, strong English, 1–3 years in IT service desk, and solid knowledge of Windows/macOS, basic networks, and remote tools. You will work with onsite teams for hardware issues and uphold SLAs.

Qualifications

• Native-level fluency in Korean (spoken and written).
• Strong English communication skills.
• 1–3 years IT Service Desk/Helpdesk experience.
• Experience with Windows OS and macOS; basic network troubleshooting; remote support tools.

Responsibilities

• Provide first-level IT support to Korean-speaking users via phone, email, chat, and ticketing systems.
• Log, classify, prioritize, and track incidents in the ITSM tool.
• Troubleshoot Windows and macOS systems; handle email/Outlook, VPN, and collaboration tools.
• Perform initial diagnosis and resolve issues; escalate to L2/L3 as needed.
• Follow SOPs, knowledge articles, and escalation workflows.
• Ensure timely updates and communication with end users.
• Collaborate with onsite teams for hardware troubleshooting, replacements, and device setup.

Skills

Korean language fluency

English communication

IT Service Desk

Helpdesk support

Windows OS

macOS

Network troubleshooting

Remote support tools

Problem-solving

Ticket management

Documentation

On-site coordination

Tools

ServiceNow

Job description

• Provide first-level IT support to Korean-speaking users via phone, email, chat, and ticketing systems.
• Log, classify, prioritize, and track incidents and service requests in the ITSM tool (e.g., ServiceNow).
• Troubleshoot common issues related to:
  • Windows and macOS systems
  • User account and password issues
  • Email/Outlook, VPN, and collaboration tools
  • Hardware and peripheral devices
  • Network connectivity (basic)
• Perform initial diagnosis and resolve issues where possible; elevate to L2/L3 support when required.
• Follow standard operating procedures, knowledge articles, and escalation workflows.
• Ensure timely updates and communication with end users.

Customer Experience

• Deliver a highly professional and empathetic service experience to Korean-speaking stakeholders.
• Maintain strong service quality, adherence to SLAs, and contribute to continuous service improvement.

On-Site Support Coordination

• Collaborate with onsite teams to facilitate physical troubleshooting when needed.
• Assist in coordination of hardware replacements, equipment handover, and device setup.

Required Qualifications & Skills

Language Skills

• Native-level fluency in Korean (spoken and written) — mandatory.
• Strong English communication skills — both verbal and written.

Technical Skills

• Experience in IT Service Desk or Helpdesk support role (1–3 years preferred).
• Good understanding of:
  • Windows OS, macOS
  • Basic network troubleshooting
  • Remote support tools

Professional Skills

• Excellent problem-solving abilities with a customer-first mindset.
• Ability to work independently on-site while coordinating with remote teams.
• Strong documentation and ticket management discipline.

Preferred Qualifications

• Experience supporting Korean multinational companies or Korean user communities.
• Familiarity with ServiceNow or similar ITSM platforms.
• ITIL Foundation certification is a plus.

Working Hours

• customer-defined shift schedule Korean time
• Flexibility required for urgent support or escalations.