Service Desk Support

Millennium Technology Services Co.; Malaysia; On-site; MYR 36,000 - 60,000; Full time

Job summary

Millennium Technology Services Co. is seeking a native Korean-speaking IT Helpdesk professional to provide first-line support to Korean users, handling inquiries via phone, email, chat, and ticketing systems.

You will diagnose basic Windows/macOS issues, assist with email, VPN, and collaboration tools, log incidents in ServiceNow, and coordinate with onsite and remote teams to ensure timely, high-quality service.

Qualifications

• Native-level fluency in Korean (spoken and written).
• 1–3 years in IT service desk or Helpdesk.
• Basic Windows/macOS troubleshooting and network basics.
• Strong communication and problem-solving with customer-first mindset.
• Knowledge of ServiceNow or similar ITSM is a plus.

Responsibilities

• Provide first-level IT support to Korean-speaking users via phone, email, chat, and ticketing systems.
• Log, classify, prioritize, and track incidents in ITSM tool (ServiceNow).
• Troubleshoot issues related to Windows/macOS, email/Outlook, VPN, and collaboration tools.
• Escalate to L2/L3 and coordinate with onsite teams as needed.
• Follow SOPs and escalation workflows; ensure timely updates to end users.

Skills

Korean language

English language

IT support

ITSM tool

Remote support tools

Windows OS

macOS

Education

ITIL Foundation certification

Tools

ServiceNow

Remote desktop tools

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; escape 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.