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Service Desk Analyst (Mandarin speaker)

Service Desk Analyst (Mandarin speaker)

Abhidi solutionKuala Lumpur, Malaysia
30+ days ago
Job description

Abhidi solution is an IT consultancy firm

The Role

Responsibilities :

  • Image and install software on Windows and Apple laptops / desktops, including iMacs, ensuring proper configuration for new setups, system moves, additions, and changes.
  • Provide remote software installation and support.
  • Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices.
  • Install, maintain, and troubleshoot printers. Provide break / fix support as needed.
  • Oversee the disposal, redeployment, and reclamation of hardware assets.
  • Ensure all incoming equipment is properly tagged and entered into the asset management system.
  • Maintain an accurate inventory of hardware, and provide weekly reports on physical counts and outflows of equipment.
  • Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.
  • Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability.
  • Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.
  • Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.
  • Provide walk-up support for end users, addressing hardware and software issues promptly.
  • Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.
  • Provide audio and video support, including system health checks and troubleshooting.
  • Work with external vendors to coordinate dispatch and repair support, ensuring timely resolution of hardware issues.
  • Open, manage, and close service requests. Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).
  • Manage the classification, assignment, and tracking of requests to ensure efficient completion.
  • Collaborate with cross-functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.
  • Ensure that all hardware and software resolutions align with company policies, standards, and best practices.

Ideal Profile

  • Diploma / Bachelor’s degree in Information Technology / related field OR equivalent experience.
  • 3-5 years of IT experience, including technical training.
  • At least 2 years of experience in a Global Service Desk Team or similar support role.
  • Strong knowledge of Windows and MacOS (including laptops).
  • Experience with Windows 10 imaging.
  • Basic understanding of networking (TCP / IP, Windows Networking, Ethernet).
  • Experience with networked printers (queue creation, server maintenance).
  • Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).
  • Experience using ITSM tools (e.g., Remedy, HP Service Center).
  • Knowledge of Active Directory and Exchange (user accounts, mailboxes, distribution lists).
  • Remote desktop support (e.g., Bomgar, WebEx, SMS, Windows tools).
  • Experience supporting desktop / laptop computers, printers, and mobile devices (PDA, Blackberry).
  • Support for various software (Adobe Acrobat, WinZip, browsers, VPN, etc.).
  • Strong written and verbal communication skills.

    • What's on Offer?

  • Attractive Salary & Benefits
  • Opportunity to make a positive impact
  • Opportunity within a company with a solid track record of performance
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    Analyst Service Desk Mandarin Speaker • Kuala Lumpur, Malaysia