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SERVICE DESK ANALYST - MANDARIN SPEAKING

SERVICE DESK ANALYST - MANDARIN SPEAKING

HCLTechKuala Lumpur, Kuala Lumpur, Malaysia
30+ days ago
Job description

Overview

SERVICE DESK ANALYST - MANDARIN SPEAKING

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.

Job Requirements

  • Language Proficiency : Fluency in Mandarin is mandatory.
  • Education : Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
  • Experience : 2+ years of experience in a call center or IT service desk environment.
  • Fresh graduates with relevant academic background and language skills are encouraged to apply.
  • 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.
  • Soft Skills : Excellent verbal and written communication skills.
  • Strong interpersonal skills and customer-centric mindset.
  • Ability to work effectively under pressure and manage time efficiently.

    • Seniority level

  • Associate

    • Employment type

  • Full-time

    • Job function

  • Customer Service and Information Technology

    • Industries

  • IT Services and IT Consulting

    • Referrals increase your chances of interviewing at HCLTech by 2x

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    Service Desk Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia