Technical Support

Fujitsu; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

Jora Malaysia is seeking a Mandarin and English speaking Service Desk Analyst to provide first line support for incidents and requests. You will work under supervision, handling routine technical queries related to common IT products and services, with shift flexibility.

The role encourages continuous learning, requires a Bachelor's in IT or related field, and considers fresh graduates. You will document actions, escalate when needed, and contribute to meeting service levels while collaborating

Qualifications

• Bachelor's degree in IT or related field.
• At least 6 months of experience in a Service Desk environment.
• Fresh graduates are encouraged to apply.

Responsibilities

• Provide 1st line support for incidents and requests.
• Handle routine technical queries for common IT products.
• Document actions taken and follow established processes.
• Escalate issues when beyond own scope to resolve promptly.
• Monitor service levels and performance against SLAs.
• Work as part of a team and support colleagues as needed.

Skills

Technical Capability

Business Awareness

Process

Problem Solving

Service Level

Team Working

Personal Development

Education

Bachelor's Degree in IT or any field

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Mandarin and English speaker required to provide the first point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.

• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development Takes ownership of own development and has a development plan in place.

Qualifications

Candidate must have a Bachelor's Degree in IT or any field.

Candidates should possess basic IT Knowledge, with at least 6 months of experience working in a Service Desk Environment. Fresh graduates are encouraged to apply.

All candidates should be willing to work on shift or flexible to changes in work time (shift time might change in future).

Preferably with Mandarin speaking ability to effectively communicate with Mandarin-speaking clients.