Technical Service Desk (Mandarin and English Support)

Transcosmos; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global IT services company in Kuala Lumpur is seeking a Technical Service Desk professional to provide technical support and troubleshooting for PCs and software. Candidates should have 2-3 years of experience in IT Service Desk, strong analytical and customer service skills, and proficiency in Mandarin and English. This role involves managing the IT asset life cycle, documenting processes, and collaborating with international teams.

Qualifications

• 2–3 years of experience in IT Service Desk (Level 1 to Level 1.5).
• Proficiency in Mandarin and English.
• Experience supporting users via chat is a plus.

Responsibilities

• Provide daily technical support and troubleshooting for PCs, hardware devices, and software.
• Manage IT asset life cycle: procurement coordination, setup, and disposal.
• Document all knowledge, processes, and updates for internal manuals.

Skills

Basic IT knowledge

Analytical skills

B2B communication skills

Customer service skills

Tools

Microsoft Office 365

Job description

Technical Service Desk (Mandarin and English Support)

Provide daily technical support and troubleshooting for PCs, hardware devices, and software.

Respond to end-user inquiries from ticketing tool in a professional and timely manner.

Troubleshoot hardware/software issues and elevate unresolved issues to the relevant parties as necessary.

Identify and isolate the cause of problems to resolve technical issues promptly and efficiently.

Record all problems and their solutions in the Production Log File and ensure follow-up.

IT Asset Life Cycle Management (LCM)

Manage IT asset life cycle: procurement coordination, device setup, deployment, replacement, collection, and disposal.

Maintain IT asset inventory, documentation, and tracking records.

Process & Knowledge Management

Document all knowledge, processes, and updates for internal manuals and FAQs.

Review completed tasks to ensure compliance with standards.

Learn and understand enterprise system operations and other technical knowledge proactively.

• Review daily operations and provide recommendations for improvements as needed.

Work closely with Japan HQ, partner vendors, and affiliate companies.

Carry out administrative functions to support IT operations and projects.

Support other IT initiatives or improvement projects as required.

3. Required Skills and Qualifications

Basic IT knowledge (general troubleshooting).

2–3 years of experience in IT Service Desk (Level 1 to Level 1.5).

Strong analytical skills with logical thinking capability.

Strong B2B communication and customer service skills.

Proficiency in Mandarin and English (both mandatory).

Ability to think independently, take initiative, and act proactively.

4. Optional Skill Set

Experience supporting users via chat.

Knowledge of Microsoft Office 365.

Experience in IT asset management or LCM operations.

Japanese language ability is an advantage.

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