Vietnamese-Speaking IT Help Desk Specialist (Remote Support)

HCLTech; Kuala Lumpur; On-site; MYR 46,872 - 60,264; Full time

Job summary

HCLTech in Kuala Lumpur is seeking a motivated IT Service Desk Analyst to act as the first point of contact for end-users and to resolve routine technical issues. You will perform remote troubleshooting, document interactions, and provide accurate information on products and policies while guiding users through step-by-step resolutions.

Escalations and collaboration with second-level teams will ensure complex problems are handled promptly, contributing to continuous service improvements and

Qualifications

• Fluency in Vietnamese language is mandatory.
• Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
• 2+ years of experience in a call center or IT service desk environment.
• Technical Competencies: Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
• Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.
• Ability to diagnose and resolve common technical issues independently.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric mindset.
• Ability to work effectively under pressure and manage time efficiently.

Responsibilities

• Serve as the primary point of contact for end‑users seeking technical support via phone, chat, or web.
• Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
• Analyze customer‑reported issues and determine appropriate solutions or escalation pathways.
• Guide users through step‑by‑step resolution processes with clarity and professionalism.
• Escalate complex or unresolved issues to relevant second‑level support teams in a timely manner.
• Provide accurate and up‑to‑date information on IT products, services, and policies.
• Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
• Conduct follow‑ups to ensure incident resolution and maintain a high level of customer satisfaction.
• Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
• Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Skills

Operating systems

Mobile technologies

IT hardware/software

Microsoft Office

Remote desktop tools

Database concepts

Communication skills

Time management

Education

Bachelor's or Diploma in Computer Science / IT / related

Job description

HCLTech in Kuala Lumpur is seeking a motivated IT Service Desk Analyst to act as the first point of contact for end-users and to resolve routine technical issues. You will perform remote troubleshooting, document interactions, and provide accurate information on products and policies while guiding users through step-by-step resolutions.

Escalations and collaboration with second-level teams will ensure complex problems are handled promptly, contributing to continuous service improvements and