Service Desk Support

Millennium Technology Services; Malaysia; On-site; MYR 24,000 - 34,000; Full time

Job summary

A leading IT services provider is seeking a dedicated individual to provide first-level IT support to Korean-speaking users. The role requires native-level Korean fluency and strong English communication skills. Candidates should have 1-3 years of experience in IT Service Desk support, familiarity with ITSM tools like ServiceNow, and excellent problem-solving abilities. The position demands flexibility for customer-defined shifts and collaboration with onsite teams to ensure effective support delivery.

Qualifications

• 1–3 years of experience in IT Service Desk or Helpdesk support preferred.
• Good understanding of basic network troubleshooting.
• Strong documentation and ticket management discipline.
• Good understanding of Windows OS and macOS; basic network troubleshooting; remote support tools.

Responsibilities

• Provide first-level IT support to Korean-speaking users via multiple channels.
• Log and track incidents in the ITSM tool.
• Collaborate with onsite teams for troubleshooting.
• Escalate to L2/L3 support as needed and follow escalation workflows.
• Maintain timely updates and communication with end users; adhere to SLAs.

Skills

Native-level fluency in Korean

Strong English communication skills

Excellent problem-solving abilities

Ability to work independently

Tools

ServiceNow

Windows OS

macOS

Remote support tools

Job description

Overview

• 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; escalate 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:
• o Windows OS, macOS
• o Basic network troubleshooting
• o 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.